Cloud Support Engineer

Join Europe's leading, high-growth Google Cloud consultancy. At Qodea, you'll be part of a team energised by innovation and passionate about delivering exceptional results. We craft cutting-edge solutions in data and analytics, AI, cloud infrastructure and security, driving digital transformation that empowers our customers to scale, modernise and lead in their industries. We're driven by ideas and powered by our people.

We are looking for a Cloud Support Engineer to join our second-line support team within our Managed Services (MSP) area.

We really value in-person collaboration, so we're looking for you to spend at least 60% of your time on-site. This means being at our company offices or at a client's site.

How You'll Shape Our Success:
The purpose of this role is to proactively manage and resolve customer issues, deploy system changes, and monitor services to meet contractual agreements.

What You'll Do:

• Independently managing tickets in line with contractual SLAs and metrics.
• Deployment of standard system changes to support the customer roadmap under MSP
• Continuously and proactively identify the need for monitoring areas and customer's administrative services in scope as per contract
• Activities include bespoke software application troubleshooting, or interrogating logs and traces for the customer's in-scope services.
• Follow best practices for rolling out security patches & operating system releases in coordination with other involved teams, following the escalation process when necessary
• Actively maintaining the knowledge materials for the scope of the team, regarding delivery on MSP customers.
• Proactively manage support requests and incidents from MSP customers, including triage and escalation to Qodea Leads or to Google Support through to resolution, being responsible for E2E ticket lifecycle management
• Maintenance and support of customer GCP systems and services including troubleshooting issues and working with delivery engineers to resolve them
• Follow the Incident Management process throughout the ticket lifecycle, whilst escalating when higher level of seniority and expertise are required

Work closely with the delivery teams, Google, and customer engineering teams to:

• Understand and use repeatable and consistent technology stacks across our customer projects
• Actively look out for opportunities to document and implement managed service processes that are aligned with a project's technology stack, and customer requirements
• Actively identify areas for service improvement (tools, processes, internal KPIs) across the teams, to provide a consistent and integrated MSP experience for our customers
• Feedback triggered changes and improvements to the delivery process that have a direct impact on the delivery of MSP
• Availability for shift rotation (2 shifts, in order to cover 8AM - 11PM)

Requirements
What You'll Need to Succeed:

• Exposure to Linux operating systems, Virtual Machine environments: VMware / VSphere
• Public Cloud engineering experience: GCP, AWS or Azure
• Prior experience in a Support & Operations environment in a 2nd line role preferably in an ITIL environment, preferably part of an MSP services provider.
• Required Incident Management experience.
• Confidence to work autonomously as well as align with the team's direction
• Ability to handle multiple projects and shifting priorities
• Previous exposure to environmental change control processes and configuration/release management
• Ability & experience in direct communication with customers (either technical or business teams)
• Excellent English, written and verbal

How You'll Grow:
Exceptional performance in this role can lead to advancement opportunities within our career framework or internal opportunities with other business areas, aligned with your career aspirations and business needs.

Benefits
Financial:

• Discretionary company bonus scheme
• Employee referral scheme
• Meal Vouchers

Health & Wellbeing:

• Health Care Package
• Life and Health Insurance
• Bookster

Time Off & Flexibility:

• 28 days of annual leave
• Floating bank holidays
• An extra paid day off on your birthday
• Ten paid learning days per year
• Flexible working hours
• Sabbatical leave (after 5 years)
• Work from anywhere (up to 3 weeks per year)

Development & Recognition:

• Industry-recognised training & certifications
• Bonusly: employee recognition and rewards platform
• Clear opportunities for career development
• Length of Service Awards

Extra Perks:

• Regular company events

Diversity and Inclusion Statement
At Qodea, we champion diversity and inclusion. We believe that a career in IT should be open to everyone, regardless of race, ethnicity, gender, age, sexual orientation, disability or neurotype. We value the unique talents and perspectives that each individual brings to our team, and we strive to create a fair and accessible hiring process for all. If you feel we can improve in any way, please reach out to our careers team via email at or connect with us on LinkedIn via our Qodea Company Page.