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Cloud Support Engineer

This job posting is no longer active.

Fortitude Valley, QLD, Australia
Job ID: 52921

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Description

  • Base Yourself in Brisbane
  • Permanent Full Time Opportunity
  • 100% Remote Role. Will transition to Hybrid Work Model.

CloudBlue is the world’s largest cloud platform provider that orchestrates B2B ecosystems by enabling management of traditional and digital products and subscriptions, quickly onboarding, and integrating with partners, and scaling Digital Business globally with a single platform.  

At CloudBlue we connect players in both IP Owners and Go-To-Market ecosystems, enabling their digital transformation into the subscription economy and accelerating their time to revenue by managing the catalogs, order fulfillment, subscription & billing across their multiple channels. 

A revenue-generating platform that underpins the largest Telcos, Distributors, MSPs, VARS and Enterprises, and connects them with the largest ecosystem of leading SaaS, PaaS and IaaS vendors in the market. We help these Provider partners monetize and manage the entire lifecycle of cloud services, infrastructure, and IoT subscriptions, so they can simplify digital transformation with confidence, speed, and agility.  

CloudBlue is the only cloud commerce engine with a proven hyper-scale digital platform, and today powers the world’s largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue, a newly formed Ingram Micro business, is the result of $500 million in investments, including the acquisitions of Odin, Ensim, and four others software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud market by building, scaling, and monetizing services. 

CloudBlue is the fabric that transcends every aspect of the new digital economy. We are enabling SaaS transactions, delivering cloud services, and offering enterprise-level anything-as-a-service faster, simpler and more cost-effectively. Our diverse and innovative team enjoys the continually evolving environment we are in, surrounded by the infinite potential of technology and leading the XaaS revolution.  


Your
 Responsibilities:

  • Providing support to our customers in a Cloud environment in a true follow the sun model with additional teams based in Canada and Spain.
  • Handling support requests from customers, by staying on top of new features and enhancements and being a subject matter expert, and providing level two diagnoses and issue resolution of Cloud Services and Cloud Platform
  • Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development, and 3rd party Vendor teams
  • Monitoring systems and    handling events, proactively recognizing, and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
  • Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
  • Document, publish and maintain knowledgebase articles to help optimize the workforce
  • Drive operational efficiency and improvements

Requirements to you:

  • 3+ years of experience working in capacity of Technical Support or similar
  • Good system administration skills
  • Strong understanding of Cloud Computing concepts
  • Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
  • Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
  • Strong understanding of Monitoring tools (Zabbix, Monitis)
  • Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
  • Understanding of network protocols, such asTCP/IP, UDP
  • Knowledge of standards, protocols, and data formats: JSON, XML, REST, SOAP, XML-RPC, OAuth, SAML
  • Programming/scripting experience(Bash, Python, PowerShell, PHP, etc)
  • Knowledge of SQL
  • Passion for providing exemplary customer service, strong customer focus
  • Eager to learn new technologies
  • Good verbal and written professional communication, fluent in English.
  • Self-motivated and proactive in performing duties
  • Attention to detail
  • Team player

 Nice to have Exposure to:

  • Experience with CloudBlue Commerce platform is a BIG PLUS
  • Microsoft Azure certification
  • Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
  • Understanding of CI/CD concepts and experience working with
  • DevOps tools such as Jenkins, Terraform & Puppet
  • ITIL certification
  • Experience with API (REST,Oauth)
  • Experience with Linux command line.

We value creativity, enthusiasm and proactiveness to achieve results. 
#LI-DL1
#LI-Hybrid

Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely

Ingram Micro is an inclusive Equal Employment Opportunity employer, with focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.

 

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