Production Support Engineer

Overview

Trajector is where purpose meets progress. We specialize in medical evidence services that become the compass our clients rely on while navigating the intricate terrain of disability benefits. Our calling is clear: to make a real difference, infuse passion, and enhance the quality of life for the disabled community. As part of our global community, you'll join a team of over 1,800 dedicated individuals, each contributing their unique talents to streamline the path to benefits. Urgency propels us, data empowers us, and every step is tailored to ensure those with disabilities access their rightful compensation. Join us in shaping stories of transformation, one life at a time.

Job Overview

We are seeking a skilled and dedicated Support Engineer with expertise in cloud support to join our IT team. The successful candidate will provide technical assistance, resolve IT issues, and ensure the seamless operation of both on-premises and cloud-based technology systems within the organization. This role requires excellent problem-solving skills, strong communication, and the ability to thrive in a fast-paced environment.

About Our Perks, Compensation, & Benefits

• Competitive compensation ranging from $85,000 - $100,000 per year with total compensation ranging from $113,000 - $120,000.

• Medical, dental, vision, 401k program, and more

• Paid time off, including seven (7) federal holidays plus two (2) flex holidays for DEI

• Joining a rapidly growing organization

Responsibilities

Technical Support:

• Respond to user queries via phone, email, or ticketing systems.
• Diagnose and troubleshoot software, hardware, network, and cloud-related issues.
• Provide step-by-step guidance to users to resolve issues effectively.

Cloud Support:

• Manage and support cloud environments, including deployment, configuration, and maintenance.
• Monitor cloud infrastructure to ensure performance, availability, and security.
• Troubleshoot and resolve cloud service issues in platforms like AWS, Azure, or Google Cloud.
• Assist in cloud migrations, ensuring data integrity and minimal downtime.
• Implement and manage access controls, permissions, and roles in the cloud environment.

System Maintenance:

• Monitor IT systems, including cloud services, to identify potential issues or areas for improvement.
• Perform regular updates, patches, and maintenance tasks for both on-premises and cloud systems.
• Assist in deploying and configuring hardware, software, and cloud-based applications.

Documentation:

• Maintain detailed records of issues, solutions, and changes to both on-premises and cloud systems.
• Create and update technical documentation, including cloud architecture diagrams and user guides.

Collaboration and Escalation:

• Work closely with other IT team members and cloud service providers to resolve complex issues.
• Escalate unresolved problems to higher-level support or third-party vendors when necessary.

Training and Guidance:

• Educate users on best practices for utilizing IT systems, including cloud-based applications.
• Conduct training sessions for new cloud services, software, or system upgrades.

Compliance and Security:

• Ensure compliance with organizational IT policies and procedures, including cloud security standards.
• Monitor and address potential cybersecurity threats to both on-premises and cloud systems.
• Implement and manage backup and disaster recovery processes for cloud infrastructure.

Qualifications

• Authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 2-4 years of experience in IT support, with at least 1 year in cloud support or administration.

Technical Skills:

• Proficiency with (e.g., Windows, macOS, Linux).
• Knowledge of networking concepts (e.g., DNS, DHCP, TCP/IP).
• Familiarity with IT service management tools (e.g., ServiceNow, Zendesk).
• Experience troubleshooting common hardware/software and cloud issues.
• Expertise in cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with tools like Kubernetes, Docker, and Terraform (preferred).

Certifications (Preferred):

• AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator, or Google Cloud Professional Cloud Architect.
• ITIL Foundation, CompTIA Cloud , or similar.

Key Competencies

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• A customer-oriented mindset with a focus on delivering exceptional service.
• Ability to work independently and as part of a team.

EEO Statement

Trajector is an EOE/Veterans/Disabled/LGBTQ employer.

Salary : $85,000 - $100,000