Cloud Support Engineer

UST•Chicago, IL

50d•$75,000 - $113,000

About The Position

Cloud Support Engineer Lead II - Cloud Infrastructure Services Who We Are: Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world. UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live. With us, you'll create a boundless impact that transforms your career—and the lives of people across the world. You Are: UST is seeking a technically proficient and security-minded Cloud Support Engineer with deep expertise in AWS services, infrastructure troubleshooting, and incident management. The Opportunity: · Resolve enterprise trouble tickets within agreed SLAs and escalate high-priority incidents to stakeholders for faster resolution. · Lead and guide the team in managing support issues and driving timely resolutions. · Perform root cause analysis and develop corrective and preventive actions for major incidents. · Work on problem tickets to identify and implement permanent solutions for recurring issues. · Contribute to platform migration planning and execution. · Update SOPs with revised troubleshooting instructions and process changes. · Mentor new team members on customer infrastructure and operational processes. · Drive incident reduction through analysis and proactive measures. · Create and enforce rollout and rollback plans for change implementations, ensuring compliance and preventing unauthorized changes. · Apply current cloud best practices and toolchains including DevSecOps, CI/CD, and Databricks. This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

Requirements

Minimum 6 years of experience in cloud infrastructure support and incident management.
Strong hands-on experience with AWS services: S3, IAM, EC2, VPC, KMS, Secrets Manager, Security Groups, Glue, OpenSearch.
Proficiency in infrastructure-as-code tools: AWS CDK (TypeScript/Python), CloudFormation (YAML).
Experience with Databricks and CI/CD pipelines

Nice To Haves

Experience with GitHub
Familiarity with scripting languages (Bash/SH) and Python.
Understanding of security best practices in cloud environments.

Responsibilities

Resolve enterprise trouble tickets within agreed SLAs and escalate high-priority incidents to stakeholders for faster resolution.
Lead and guide the team in managing support issues and driving timely resolutions.
Perform root cause analysis and develop corrective and preventive actions for major incidents.
Work on problem tickets to identify and implement permanent solutions for recurring issues.
Contribute to platform migration planning and execution.
Update SOPs with revised troubleshooting instructions and process changes.
Mentor new team members on customer infrastructure and operational processes.
Drive incident reduction through analysis and proactive measures.
Create and enforce rollout and rollback plans for change implementations, ensuring compliance and preventing unauthorized changes.
Apply current cloud best practices and toolchains including DevSecOps, CI/CD, and Databricks.

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty.
They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.
They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits.
Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines.
Benefits offerings vary in Puerto Rico.
Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching.
They and their dependents residing in the US are eligible for medical, dental, and vision insurance.
Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
Compensation range: $ 75,000.00 to 113,000.00 per year