L1 Cloud Operations Engineer (remote Europe)

Are you passionate about cloud technology and helping customers succeed? If so, keep on reading. We're seeking a professional to join our growing team and be the first point of contact for our clients. As a key member of our cloud operations support team, you'll play a crucial role in ensuring the smooth operation of our customer's cloud infrastructure, providing exceptional support and contributing to process improvements.

What You'll Do? 🔧

You'll be at the heart of our customer support operations. You'll be responsible for:

• Front-Line Customer Support: Providing timely and helpful responses to customer inquiries and issues via email, phone, and other channels.
• Incident Management & Resolution: Troubleshooting and resolving common infrastructure outages and support issues, including diagnosing problems with third-party services and deployment environments.
• Ticket Management: Creating, updating, and maintaining accurate records of all customer interactions and issue resolutions within our ticketing system, ensuring adherence to SLAs.
• Process Automation: Working on tasks to automate business processes using various tools and technologies to improve efficiency.
• Cloud Console Management: Performing routine administrative and operational tasks directly within AWS or GCP cloud management consoles.
• Communication: Communicating important updates from cloud providers (e.g., pricing changes, end-of-support notifications) to relevant internal stakeholders.

You'll be working closely with 🤝

• Customers: Direct communication with clients.
• 2nd-Level Support Engineers: Collaborating to escalate and resolve complex issues.
• Cloud Providers (AWS, GCP): Resolving issues and gathering information.
• Team Lead/Project Manager: For guidance and operational oversight.
• Fellow L1 Cloud Operations Engineers: For knowledge sharing and peer support.

What You Bring 🎯

1-2 years in an IT role (support, networking, dev, or sysadmin) with hands-on experience in at least one major cloud provider (AWS or GCP).

Must-Haves:

• Experience with AWS (preferred) or GCP.
• Infrastructure as Code (Terraform, CloudFormation).
• Experience with Kubernetes.
• Git/GitHub/GitLab.
• Proficiency in at least one programming language.
• Understanding of core concepts like observability, networking, and cloud management consoles.
• Excellent communication in English.

Nice-to-Haves:

• Experience with specific observability tools (Prometheus, Grafana, PagerDuty).
• Experience with CRM and ticketing systems (Freshdesk, Zendesk).
• General Linux proficiency.

What We Offer 🙌

• Fully Remote: A 100% remote position with the flexibility to manage your own schedule.
• Impactful Culture: Join a supportive team driven by values like teamwork and innovation, where your proactivity is always celebrated.
• Commitment to Growth: We invest in your professional development through our "Continuous Learning" mindset, supporting both hands-on experience and certifications from our partners AWS, GCP and others.
• Innovation in Action: AI and automation aren't just buzzwords here. They are essential tools we expect everyone to use to amplify their impact.
• Autonomy & Accountability: Enjoy the flexibility and trust to influence your work, with full accountability for delivering results.

Additional benefits (for employees in Czechia, Slovakia, Estonia, and the UK):

• 5 weeks of paid vacation & sick days
• Budget for work equipment and energy costs
• Mobile phone & mobile tariff contribution
• Company notebook
• GallupStrengths talent DNA analysis
• Learning and development budget
• Support for tech speakers and company-hosted meetups
• Company events
• Czechia only: Multisport card or Pluxee Flexi Card, company SIM card with unlimited data

Equal Opportunity Employer 🌈

Diversity and equal opportunity are important to us. We are happy about the interest of all candidates and strive to provide feedback as quickly as possible.