Cloud Support Engineer

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

Summary:

We are seeking a highly motivated and customer-focused Cloud Support Engineer to join our team. This role requires a strong technical foundation in cloud infrastructure and platforms, excellent communication skills, and a passion for solving complex technical problems. The ideal candidate will thrive in a fast-paced environment, be able to quickly learn and adapt to new technologies, and have a demonstrated ability to build rapport with clients while providing effective solutions.

Responsibilities:

• Technical Support:

  • Provide expert-level technical support to clients on a wide range of cloud-related issues, including infrastructure setup, configuration, performance optimization, and troubleshooting.

  • Deeply understand the company's software products and their integration with various cloud platforms (AWS, Azure, Google Cloud, etc.).

  • Troubleshoot complex technical problems, leveraging knowledge of cloud infrastructure, networking, operating systems, and databases.

  • Analyze logs, metrics, and diagnostic tools to identify root causes and implement effective solutions.

  • Escalate complex or critical issues to senior engineers or development teams as needed.

• Client Communication:

  • Serve as the primary point of contact for clients, building strong relationships through clear and effective communication.

  • Clearly articulate technical concepts to non-technical stakeholders, explaining solutions in a way that is easy to understand.

  • Manage client expectations, providing timely updates on issue status and resolution progress.

  • Prioritize and manage multiple support requests simultaneously, ensuring timely resolution and a positive client experience.

  • Document all client interactions and resolutions in the support ticketing system.

• Learning and Development:

  • Continuously learn and stay up-to-date with the latest cloud technologies, industry best practices, and company products.

  • Actively participate in training sessions, webinars, and knowledge-sharing initiatives to expand your technical expertise.

  • Research and develop solutions for new or emerging technical challenges.

  • Share knowledge and insights with other team members, contributing to the overall improvement of the support team.

Qualifications:

• Essential:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.

  • 3+ years of experience in a technical support or systems engineering role, with a strong focus on cloud infrastructure and platforms.

  • Hands-on experience with major cloud providers (AWS, Azure, Google Cloud) and their associated services (EC2, S3, Lambda, Azure VMs, etc.).

  • Proven ability to learn and support complex software applications quickly.

  • Excellent communication and interpersonal skills, both written and verbal (English proficiency).

  • Strong problem-solving and analytical skills, with a passion for troubleshooting.

  • Ability to work independently and as part of a team, in a fast-paced and dynamic environment.

• Desired:

  • Certifications in AWS, Azure, or other relevant cloud technologies.

  • Experience with monitoring and observability tools (New Relic, Grafana, CloudWatch).

  • Experience with scripting or programming languages (Python, Bash) for automation and troubleshooting.

  • Familiarity with ITIL or other IT service management frameworks.

Benefits:

• Competitive salary and benefits package.

• Opportunity to work with cutting-edge cloud technologies in a client-facing role.

• Extensive training and development opportunities to enhance your technical and communication skills.

Note:

This role may require working on a rotating shift schedule, including nights and weekends, to provide 24/7 support.

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Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.