Cloud Support Engineer III

Job Description

We have 2 positions for a Cloud Support Engineer III with one of our clients in Remote for an initial contract duration of 6 months. No third party candidates considered for this position.

Our client Business Company, is one of the fastest growing Cloud Computing companies in the industry. Based in Irvine, CA, the company has a solid track record of delivering world class products and services to our customers located throughout the country and around the globe. RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization. The company also provides Infrastructure as a Service (IaaS), and Disaster Recovery as a Service (DRaaS) solutions via an enterprise Flex Pod cloud stack.

Duties and Responsibilities: (Essential Duties include but are not limited to):

• Maintain multiple customer environments.
• Work 40+ hours a week.
• Update and Manage case backlog based on internal policies.
• Crisis Management - Identify any high priority issues and resolve them.
• Provide a Customer-First experience while utilizing phones and email to manage cases.
• Work cohesively with team as well as all divisions of company.
• Customer-first approach.
• Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, architecture teams, account teams, or project managers.
• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
• Be able to listen to, accept, and follow direction from more senior engineers.
• Flexibility to be customer facing and travel to customer sites.
• Act as technical escalation for NOC, Level I & II Engineers.
• Contribute to technical knowledge base.
• Coach / Mentor NOC, Level I & II Engineers.
• Deliver trainings to NOC, Level I & Level II Engineers.
• Perform Escalation Manager duties.
• Review cases, identify trends, and drive problem resolutions.
• Perform technical review of environments transitioning from implementation team to support team.
• Deep dive technical problems and create full resolutions to issues.
• Understand how technologies work together to see bigger picture of issues.
• Review and manage top tier customer environments to prevent major issues.
• Act as final escalation point for support team.
• Be available for on-call & weekend shifts.
• Perform Customer Onboarding & Critical Account roles and responsibilities.
• Participate in interviewing potential new hires.

Our client exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises simplify IT and unleash innovation. With a strong focus on Google Cloud alongside AWS and Azure, as well as a full suite of Private Cloud and Cybersecurity solutions, RapidScale enables businesses to turn technology into a competitive advantage. As part of the client family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.

As a Senior Cloud Engineering Support Specialist in our Network Operations Center (NOC), you will play a critical role in ensuring the operational success of Google Cloud-based infrastructures for our clients and internal teams. This role is ideal for individuals eager to specialize in Google Cloud while gaining hands-on experience in cloud operations.

Responsibilities:

• Monitor and manage Google Cloud infrastructures using industry-leading Remote Monitoring and Management (RMM) tools.
• Onboard and offboard clients, ensuring seamless GC service integration.
• Troubleshoot and resolve issues related to Google Cloud instances, storage, networking, and security.
• Perform proactive GC environment health checks and remediation.
• Develop and implement automation scripts using Python, Terraform, and PowerShell.
• Provide technical support to clients, ensuring minimal downtime and optimal performance.
• Leverage Google Cloud Operations Suite (formerly Stackdriver) for log analysis, alerting, and troubleshooting.
• Manage Google Cloud IAM for security and access control.
• Collaborate with cloud engineers, DevOps teams, and security specialists to optimize operations.
• Reduce Mean Time to Resolve (MTTR) incidents through automation and process enhancements.
• Maintain up-to-date documentation of troubleshooting procedures and best practices.

Requirements

Minimum:

• High School Diploma/GED and 5 years of experience in a related field, or Google Cloud certifications (e.g., Google Associate Cloud Engineer, Google Professional Cloud Architect) with 2 years of experience.
• Experience with Google Cloud remote monitoring and management tools.
• Familiarity with GKE, Cloud Run, and hybrid cloud solutions.
• Proficiency in automation development using Terraform, Python, or Bash scripting.
• Strong troubleshooting skills in Google Cloud and Linux environments.
• Experience using JIRA, ServiceNow or similar service request ticketing systems.
• Ability to analyze data and recommend performance monitoring KPIs and SLAs.
• Passion for cloud technology, innovation, and continuous learning.

Preferred Qualifications:

• Additional cloud certifications (e.g., AWS, Azure) for multi-cloud exposure.
• Experience with Google Cloud AI & ML services.
• Background in DevOps methodologies and CI/CD pipelines.
• Knowledge of Google Cloud cost optimization strategies.