Cloud Support Engineer

About the Position

We are seeking a Cloud Support Engineer with 1-3 years of experience in technical support and cloud operations to join our global lottery solutions team. As a Cloud Support Engineer, you will be the first point of contact for cloud support requests and incidents, delivering timely, professional, and accurate responses across all channels.

Responsibilities

• Serve as the first point of contact for cloud support requests and incidents, delivering timely, professional, and accurate responses across all channels.
• Triage incoming requests by gathering context, assessing impact and urgency, reproducing symptoms where applicable, and identifying probable root cause categories.
• Resolve common requests and incidents using established runbooks and standard operating procedures; escalate to senior engineers with complete diagnostic context when required.
• Manage the full lifecycle of each ticket, including categorization, prioritization, status updates, customer communications, and thorough closure documentation.
• Meet or exceed defined response and resolution SLA targets; proactively communicate delays or blockers to affected stakeholders before they ask.
• Execute routine operational tasks across AWS, Azure, and GCP, including access provisioning, resource reviews, tagging validation, quota checks, basic networking and DNS triage, and monitoring review.
• Support GitHub platform operations including access management, organization and repository administration workflows, and troubleshooting of authentication, permissions, and developer workflow issues.
• Assist with identity and access management processes, including role-based access, least-privilege validation, and audit support activities in collaboration with security and governance teams.
• Investigate and triage cloud cost anomalies, including identifying unexpected spend, verifying resource ownership and tagging accuracy, and routing issues to the correct product or platform owner.
• Support chargeback and showback processes by validating metadata such as cost center tags, environment classification, and team ownership attributes.
• Promote cost-aware behaviors across engineering teams through consistent guidance and by surfacing optimization opportunities to the FinOps function.
• Author and maintain high-quality operational documentation, including runbooks, knowledge base articles, troubleshooting guides, and customer-facing FAQs.
• Identify recurring patterns across tickets and incidents; propose process improvements, automation opportunities, or self-service enhancements to reduce repeat volume.
• Contribute to post-incident reviews by documenting timelines, actions taken, and preventive recommendations.

Requirements

• One to three years of experience in a technical support, cloud operations, systems administration, NOC, or similar customer-facing role.
• A strong customer service mindset with the ability to communicate clearly, professionally, and calmly under pressure, with both technical and non-technical audiences.
• Working knowledge of at least one major public cloud platform (AWS / Azure) with demonstrated interest in expanding across all three (+GCP).
• Foundational understanding of networking concepts including DNS, routing, security groups or firewall rules, load balancing, and basic connectivity troubleshooting.
• Experience working within a ticketing system (Jira Service Manager) with disciplined, accurate documentation habits.
• Ability to manage multiple concurrent requests, prioritize effectively under workload pressure, and communicate progress without prompting.
• Structured troubleshooting approach with a demonstrated ability to gather evidence, isolate variables, and apply logical reasoning to unfamiliar problems.

Nice to Have

• Exposure to FinOps concepts such as resource tagging, cost allocation, budget alerts, reserved capacity, and unit cost analysis.
• Familiarity with cloud governance practices including policy enforcement, access reviews, baseline configuration standards, and audit evidence collection.
• Basic scripting or automation skills in PowerShell, Python, or Bash, with comfort using CLI tools for cloud platforms.
• Introductory experience with infrastructure-as-code tools such as Terraform or cloud-native templates (CloudFormation, ARM, or Bicep).
• Familiarity with monitoring and observability practices, including alert review, dashboard interpretation, and runbook-driven incident response.
• Cloud certification at the foundational level (Azure Fundamentals AZ-900, Azure Administrator AZ-104, AWS Cloud Practitioner, or Google Cloud Digital Leader) is an asset.

We Offer

• Opportunity to work with a global leader in lottery solutions.
• Collaborative and innovative work environment.
• Competitive compensation package.
• Professional growth and development opportunities.

About the Company

A global leader with a sharp focus on lottery solutions. A confident step forward building on a long history of delivering safe and secure technology, demonstrating strong commitment to customers as a dedicated lottery service provider. Leveraging collective insight, experience, and expertise to create reliable and engaging solutions that help lottery clients achieve objectives, meet player needs, and deliver meaningful benefits to communities.