WALT Labs, a leading managed service provider, is dedicated to empowering businesses by harnessing the power of cloud technology. Our team specializes in delivering customized solutions tailored to meet the unique needs of our clients, driving growth and operational efficiency across industries. From supporting small businesses with seamless data migration to enabling large corporations to manage complex infrastructure projects, we provide exceptional service while staying at the forefront of cloud technology advancements.

We are seeking a skilled Cloud Support Engineer with a strong focus on Google Cloud Platform (GCP) to join our dynamic team. In this role, you’ll be responsible for maintaining cloud infrastructure, managing incidents, and ensuring seamless operations for our clients. You’ll use tools like incident.io and JIRA to manage and resolve support requests efficiently.

This role provides weekend coverage from Friday to Monday, 8 AM to 5 PM GMT+10 , with flexibility for ad-hoc work within the same timezone to cover team absences.

Requirements

Qualifications for Cloud Support Engineer (GCP, Incident.io, JIRA):

Proven experience with Google Cloud Platform (GCP) services - 3+ years. (Kubernetes a must!)
Understanding of Google Workspace (admin experience a plus)
Familiarity with incident.io for incident tracking and management (of equivalent)
Proficiency in using JIRA for task management and support workflows.
Strong experience working with observability tools (Grafana)
Strong troubleshooting and problem-solving skills in cloud environments.
Understanding of cloud security and performance optimization best practices.
Knowledge of scripting or automation tools (e.g., Python, Terraform) is a plus.
Excellent communication and customer service skills.
Certifications in GCP (e.g., Google Cloud Associate or Professional certifications) are highly desirable.
Ability to work under pressure and prioritize tasks effectively.
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

Role responsibilities

Provide technical support and resolve issues related to Google Cloud Platform (GCP) services and AWS.
Provide support for Google Workspace
Manage and respond to cloud incidents using incident.io, ensuring timely resolution.
Use JIRA to log, track, and prioritize support tickets and workflow tasks.
Monitor and maintain cloud infrastructure for performance, reliability, and security.
Collaborate with teams to identify and implement solutions to technical challenges.
Assist in deploying, configuring, and optimizing GCP resources.
Create and maintain documentation for troubleshooting processes and best practices.
Proactively identify opportunities to improve cloud environments and support processes.
Support clients and stakeholders by providing clear communication and updates during incident resolution.
Stay up-to-date with the latest GCP developments and contribute to team knowledge sharing.

Benefits

Contractors are not eligible for full-time benefits

About the company

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Cloud Support Engineer