Engineer I - Cloud Support Engineer

Responsibilities

Triage inbound tickets from application teams across Jira and ServiceNow against clear SLAs under guidance: own well-scoped Tier 1 requests end-to-end and escalate cleanly to Engineer 2s, AVPs, and the VP, Support when work is beyond your current scope

Fulfill well-scoped account / IAM / access requests using the Account Factory for Terraform (AFT) and the private Terraform module library, following established runbooks

Execute runbooks for known incident classes and help keep them accurate; partner with the Monitoring pod within Foundations to capture what you learn

Support change-management execution: change-window participation and ServiceNow change-record discipline under senior review

Embed agentic AI capabilities into the team's engineering practice (e.g., Cursor, Claude Code, Bedrock, MCP servers, agentic IaC and review workflows) and into the platform's self-service experience for internal customers

Use agentic AI capabilities in your day-to-day support work: AI-assisted ticket triage, runbook lookup and generation, MCP-driven self-service for common account / IAM / access requests, and on-call copilots that summarize telemetry during incidents

Operate as a hands-on entry-level cloud engineer under close guidance: spend the majority of your time on well-scoped Terraform changes, AWS console / CLI tasks, ticket and runbook execution, and shadowing incident response — building core cloud skills is the primary focus

Participate in 24x7 on-call rotations as a supported first-line responder, following runbooks and escalating early to Engineer 2s, AVPs, and VPs

Consume the private Terraform module library and reference patterns to ship small, well-scoped changes; raise focused pull requests that a senior engineer reviews before merge

Partner with peer engineers, AVPs, and VPs across the Cloud Center of Excellence — the five CCOE teams (Foundations, Platforms, Containers, Support, Delivery) and the five Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring) — to deliver pod outcomes; ask for help early and write down what you learn

Apply the AWS Well-Architected Framework to the work you touch under senior guidance

Participate fully in Agile / Scrum ceremonies (sprint planning, standups, backlog grooming, retrospectives) with the pod's embedded Scrum Master

Pursue and maintain the Engineer 1 certification path per the CCOE certification matrix — AWS Certified Cloud Practitioner, HashiCorp Certified: Terraform Associate (004), and Kubernetes and Cloud Native Associate (KCNA) — progressing toward Engineer 2 over time

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements

1+ years of technical experience in cloud, infrastructure, or software engineering (internship / co-op / bootcamp experience counts); Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent work experience)

Foundational AWS exposure and a demonstrated willingness to learn Terraform in a private module ecosystem delivered through Terraform Cloud and GitHub Actions

Demonstrated ability to complete well-scoped technical tasks under guidance, with reliable follow-through and a strong learning mindset

Willingness to participate in 24x7 production on-call rotations as a supported first-line responder in a fast-paced, security-conscious environment (financial services preferred)

Familiarity with an ITSM / ticketing workflow (Jira, ServiceNow, or comparable) and a strong customer-service orientation toward application teams

Core Competencies

Strong growth mindset — actively pursues the Engineer 1 certifications in the CCOE certification matrix and treats every ticket and incident as a learning loop

Highly coachable; acts on feedback and improves quickly

Asks for help early rather than struggling alone, and documents what they learn for the next engineer

Reliable, careful execution on well-scoped work

Continuous learner in cloud-native, IaC, and applied AI

Builds trusting relationships with peer engineers across the US and India / GCC

Clear written and verbal communication in tickets and pull requests

Preferences

On the Engineer 1 certification path per the CCOE certification matrix: AWS Certified Cloud Practitioner

On the Engineer 1 certification path per the CCOE certification matrix: HashiCorp Certified: Terraform Associate (004)

On the Engineer 1 certification path per the CCOE certification matrix: Kubernetes and Cloud Native Associate (KCNA)

Exposure to agentic AI / GenAI tooling (Cursor, Claude Code, Copilot, Bedrock, MCP) in day-to-day work

Scripting exposure in Python, Bash, or PowerShell

Experience working with globally distributed teams across the US and India / GCC

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