Cloud Support Engineer

Cloud Support Engineer (L2)

Salary: £60,000 - £70,000 + Benefits

About the Role

We are looking for a Cloud Support Engineer (L2) to join a global technical support team responsible for maintaining highly available cloud infrastructure environments. You will troubleshoot and resolve complex infrastructure incidents, support customer environments, and work closely with engineering teams to ensure excellent service delivery.

This role is ideal for an experienced support engineer with strong Linux, cloud, and infrastructure support skills who is looking to develop expertise in modern technologies such as GPUs, HPC, AI infrastructure, and high-performance networking.

Key Responsibilities

• Provide second-line technical support for cloud and infrastructure platforms.
• Own incidents from initial triage through to resolution.
• Investigate and troubleshoot Linux, cloud, hardware, network, and storage-related issues.
• Escalate complex technical problems to engineering teams and coordinate resolutions.
• Monitor systems and respond to service-impacting incidents.
• Work with third-party vendors where required to support issue resolution.
• Create and maintain technical documentation, runbooks, and knowledge articles.
• Participate in a 24/7 follow-the-sun support model and on-call rota.
• Contribute to continuous improvement initiatives, root cause analysis, and service enhancements.
• Support infrastructure deployments, upgrades, and validation activities when required.

Required Skills & Experience

• 3-5+ years' experience in a Cloud Support, Infrastructure Support, Systems Administration, or Technical Operations role.
• Strong Linux administration and troubleshooting experience.
• Experience supporting cloud infrastructure and datacenter environments.
• Solid understanding of networking fundamentals (TCP/IP, DNS, routing, switching).
• Experience with storage technologies and virtualisation platforms.
• Strong problem-solving and diagnostic skills.
• Excellent customer-facing communication skills.
• Ability to manage multiple incidents in a fast-paced environment.
• Degree in Computer Science, Engineering, or equivalent industry experience.

Desirable Skills

• Knowledge of ITIL processes and service management practices.
• Exposure to GPU, HPC, AI, Kubernetes, containers, or InfiniBand technologies.
• Experience with monitoring and observability tools.
• Scripting skills (Bash, Python, PowerShell).

Benefits

• 25 days annual leave.
• Private medical insurance.
• Learning and development opportunities.
• Employee share scheme.
• Enhanced parental leave.
• Wellbeing and fitness benefits.
• Cycle-to-work scheme.
• Flexible and collaborative working environment.