Cloud Customer Support Engineer

Cloud Customer Services II

Cloud Customer Services II

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

Job Family Definition:

Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

Management Level Definition:

Contributions include applying intermediate level of subject matter expertise to solve common technical problems. Acts as an informed team member providing analysis of information and recommendations for appropriate action. Works independently within an established framework and with moderate supervision.

What you will do:

Responsibilities:

• Provide timely and effective technical support for cloud services and infrastructure.
• Address customer inquiries, troubleshoot issues, and resolve technical problems.
• Escalate complex issues to senior engineers or relevant teams when necessary.
• Monitor cloud resources and services to ensure optimal performance and availability.
• Assist in the configuration and deployment of cloud services.
• Communicate effectively with customers to understand their issues and provide solutions.
• Document customer interactions and technical issues in support tickets or knowledge bases.
• Educate customers in best practices and efficient use of cloud services.
• Perform regular maintenance and updates on cloud systems.
• Ensure cloud environments are secure and compliant with industry standards.
• Identify and implement improvements to enhance system reliability and performance.
• Create and maintain technical documentation, user guides, and FAQs.
• Share knowledge with team members to improve overall support capabilities.
• Participate in training sessions and workshops to stay up to date with the latest cloud technologies.\

What you need to bring

Education and Experience Required:

• Bachelor’s degree in a related area of study with typically 3 - 5 years’ experience, master’s degree desirable.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Proficiency in at least one major cloud platform such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
• Understanding of cloud architecture and services, including computing, storage, networking, and databases.
• Strong knowledge of both Linux, MAC and Windows operating systems.
• Good Understanding of networking concepts such as DNS, TCP/IP, VPNs, and firewalls.
• Microsoft, Cisco, Linux or similar certification is a plus.
• Ability to troubleshoot network and general connectivity-related issues in a cloud environment.
• Proficiency in scripting languages like Python, PowerShell, or Bash.
• Experience with automation tools and frameworks, such as Ansible, Chef, or Terraform.
• Knowledge of relational databases (e.g., MySQL, PostgreSQL) and NoSQL databases (e.g., MongoDB, DynamoDB).
• Understanding of cloud security best practices and compliance standards.
• Experience with security tools and technologies, such as Identity Access and Management (IAM), encryption, and intrusion detection systems.
• Familiarity with monitoring tools like CloudWatch, Azure Monitor, or Prometheus.
• Ability to analyze performance metrics and implement optimizations.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#india#operations

Job:

Services

Job Level:

TCP_02

    

    

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.

Experience Level

Mid Level