Cloud Support Engineer

About the job

Sutherland is seeking a Cloud Support Engineer to play a key role in supporting, monitoring, and maintaining enterprise cloud-based applications and production environments. This role requires a strong technical background in application support, cloud operations, troubleshooting, and production environment management. The ideal candidate will work closely with Engineering, Infrastructure, Customer Support, and cross-functional teams to ensure the stability, availability, and performance of mission-critical systems.

The Cloud Support Engineer performs a wide range of duties including some or all the following:

• Monitor, maintain, and support cloud-hosted applications and production environments to ensure high availability and optimal performance.
• Perform operational activities including application health monitoring, service management, server maintenance, and environment support.
• Identify, troubleshoot, and resolve operational issues related to applications, infrastructure, data pipelines, integrations, batch processing, and network connectivity.
• Monitor server performance metrics including CPU utilization, memory consumption, databases, file systems, application services, and scheduled jobs.
• Review, prioritize, and resolve production incidents and support requests while maintaining service level agreements (SLAs).
• Provide Level 2 and Level 3 support for application, infrastructure, database, and operational issues.
• Maintain operational documentation including runbooks, troubleshooting guides, incident records, and support procedures.
• Generate operational reports, production metrics, status updates, and environment health dashboards.
• Collaborate with Engineering and Infrastructure teams to optimize application reliability, scalability, and deployment processes.
• Support on-call rotations and provide off-hours support when required to maintain production availability.

• Advanced English proficiency (B2 or Higher)
• 2+ years of experience supporting production environments, cloud operations, application support, infrastructure support, or related technical roles.
• Experience supporting cloud-hosted environments and familiarity with public cloud platforms such as AWS, Azure, or GCP.
• Hands-on experience working with Unix/Linux environments, Windows servers, shell scripting, SSH, and application server management.
• Experience with relational databases such as SQL Server, Oracle, MySQL, or similar technologies.
• Understanding of application monitoring, troubleshooting, debugging, performance optimization, and scalability concepts.
• Familiarity with data flows, ETL processes, integrations, and distributed application environments.
• Knowledge of application security best practices, fault detection, incident management, and operational processes.
• Strong analytical and troubleshooting skills with the ability to diagnose complex technical issues quickly.
• Excellent communication skills with the ability to effectively collaborate with customers, technical teams, and stakeholders.
• Ability to work independently, manage multiple priorities, and thrive in fast-paced production environments.
• Willingness to participate in on-call rotations and support non-prime shift operations when required.

Hybrid work model: 3 days working from home and 2 days onsite at our Torre Krystal offices in Bogotá.