Cloud Support Engineer

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.

Function: Information Technology
Experience Level: Not Applicable