Senior Cloud Support Engineer II (SDK)

The Cloud Product Specialist are responsible for the maintenance, upgrades and automation which support the security and stability of MicroStrategy Cloud Environments. This person uses his/her knowledge to ensure that team members have all the tooling necessary for their activities, and also owns the relationship with software development teams to improve our platform. To succeed in this role this person must be passionate about our technology, thrive in challenging situations, have an eye for continuous improvement, and have a strong desire to help others.

Responsibilities

• Take ownership of cross-team issues and Cloud service issues including pro-actively communicating across teams to coordinate activities
• Create automation and experiment with the latest technologies for next-generation product backends in AWS and Azure
• Identify and drive opportunities for improving the MicroStrategy Cloud Environment service and infrastructure maintenance/management
• Effectively engage, communicate, and partner with our software development teams to improve the platform.
• Provide direct support for customer upgrades, strategic customer escalations, and feature validation.
• Resolve customer escalations and develop preventative methods
• Design and run automated tests. Continuously improve software development, building, testing, and deployment processes
• Design for quality, robustness, and performance, with common principles, patterns, and best practices
• Collaborate, support and communicate effectively with team members in the same or different time zones
• Strong understanding and hands on experience of API design principles and developer experience (REST APIs)

Qualifications

• Bachelors degree in Computer Science, Computer Engineering, Software Engineering or a related discipline
• Experience with Python, Ansible, Jenkins, container technology (Docker/Kubernetes) and PowerShell
• Experience with RedHat, Amazon Linux, and Windows systems
• Minimum of 3 years of IT customer service experience / strong customer focus
• Minimum of 2 years of hands-on experience working with cloud technologies on AWS/Azure
• Minimum of 1 year of MicroStrategy Platform troubleshooting knowledge, usage, or administration knowledge
• Able to support MicroStrategy customers during their working hours between 12:00pm and 9:00pm IST.
• Strong analytical and troubleshooting skills and experience
• Strong time management skills to prioritize workload, multi-task, meet deadlines, and manage competing priorities under pressure
• Proven ability to mentor/teach others on technical matters
• Excellent oral and written English communication skills
• Willing to work from Pune office 5 days a week