Infrastructure Support Engineer II

Business Area:

Seniority Level:

Job Description: 

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry.  Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

Cloudera is looking for an Infrastructure Support Engineer II to join our Cloud Operations team and help deliver a fast, reliable support service across our global infrastructure estate. This is a hands-on role at the front line of how our engineering and business teams get access to, and get answers about, cloud, on-premises and AI platform services.

You will own day-to-day operational requests across AWS, Azure and Google Cloud, support our on-premises private cloud and Cloudera platform deployments, and you will be one of the first people in the company supporting our internal AI platform. You will also help build the runbooks, automation candidates and knowledge base that make the whole service faster over time. If you like solving problems quickly, writing down what you learned, and then removing the need to solve it again, this is a good fit.

This role reports into Cloud Operations and works closely with our platform engineering, FinOps and identity teams.

• Own and resolve day-to-day cloud operational requests across AWS, Azure and Google Cloud, including access, identity, account lifecycle and resource queries
• Provide support for our internal AI platform, including access and key management, usage and quota questions, model availability, and onboarding new teams onto the platform
• Support our on-premises private cloud and Cloudera platform deployments, handling user access, environment queries and documented break-fix, and escalating operational issues to the engineers who own the stack
• Triage, diagnose and resolve Tier 1 and Tier 2 issues, escalating cleanly with good evidence when an issue needs platform engineering or architecture input
• Execute documented change against our cloud estate safely and accurately, and raise simple infrastructure-as-code changes for review
• Write and maintain runbooks and knowledge base articles so that recurring requests become self-service
• Use AI-assisted tooling to triage, research and draft resolutions faster, while remaining accountable for the accuracy of every answer that reaches a requester
• Maintain the accuracy of our configuration management data and service catalog
• Maintain the inputs to our Infrastructure-As-Code and Github workflow.
• Handle first-line cloud cost and tagging questions, escalating complex optimization work to our FinOps team
• Own the handover between time zones so nothing is dropped between regions
• Identify the requests that should not exist and propose the automation that removes them

• Two to four years of experience in cloud operations, infrastructure support or IT support, across cloud or on-premises environments
• Working knowledge of AWS, plus Azure or Google Cloud
• Experience working a ticket queue in a service management tool, ideally ServiceNow
• Confidence at the command line and with Linux
• Excellent written communication, because most of this work is written
• A track record of following documented process accurately, and improving it where it falls short
• An interest in identity and access concepts such as SSO, IAM and single sign-on group management

• Exposure to Github, Terraform or other infrastructure as code
• Exposure to cloud cost management or FinOps practices
• Experience using AI or large language model tooling in a professional setting
• An associate-level cloud certification

What you can expect from us:

• Generous PTO Policy 

• Support work life balance with Unplugged Days

• Flexible WFH Policy 

• Mental & Physical Wellness programs 

• Phone and Internet Reimbursement program 

• Access to Continued Career Development 

• Comprehensive Benefits and Competitive Packages 

• Paid Volunteer Time

• Employee Resource Groups

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