Senior Cloud Support Engineer I

Job description

Senior Cloud Support Engineers are responsible for providing advanced technical support for a set of Strategy Products and the Strategy Cloud platform. This person dedicates their time to resolving complex customer issues, driving best practices across the Strategy Community, and deepening their Strategy Product Knowledge to provide top-notch service. To succeed in this role this person must be passionate about our technology, thrive in challenging situations, demonstrate technical leadership, and have a strong desire to help others.

This is a fully on-site position, Monday through Friday, from 8:30 AM to 6:00 PM, based at our Tysons Corner, Virginia office.

Responsibilities

Provide advanced support for Strategy’s Business Intelligence product suite, Cloud platform, and its underlying technologies, acting as an escalation point for Cloud Support Engineers. Develop and maintain strong relationships with Strategy customers and partners through daily, high quality interactions during customer project development, production system maintenance, and critical incident resolution. Collaborate and communicate effectively with peers, internal application and software development teams, and other cross-functional groups to ensure timely and effective resolution of customer issues.

Prioritize and communicate product defects and enhancements to development teams, providing detailed technical context and participating in follow-up discussions as needed. Contribute to the growth of the Strategy Community by creating and reviewing customer-facing documentation of technical solutions and product documentation addendums, ensuring high quality and accuracy. Lead the day to day management of the Strategy Cloud infrastructure including scheduled and emergency maintenance activities as well as scheduled on-call coverage.

Contribute to the creation and improvement of Standard Operating Procedures (SOPs) and best practices to improve team efficiency, service quality, and platform reliability. Provide technical guidance, coaching, and mentoring to junior team members, helping to develop their technical skills and support capabilities. Participate in and sometimes lead internal technical training sessions, knowledge-sharing activities, and continuous improvement initiatives.

Qualifications

Bachelor’s degree, preferably in a technical field (Engineering, Physics, Mathematics, Computer Science) or equivalent practical experience. 3-5 years experience supporting, administering, or operating cloud-based platforms or Business Intelligence enterprise applications in a customer-facing role. Strong experience with Kubernetes, Python, REST API, Java, SQL, HTML, or XML/XSL technologies. Windows/Linux system administration knowledge, including networking, security, and performance troubleshooting.

Functional knowledge of cloud technologies and service providers like Azure, AWS, and GCP, including core services such as compute, storage, networking, and identity/access management. Certification preferred. Proven strong analytical and advanced troubleshooting skills, including experience performing root cause analysis for complex incidents. Strong time management skills to prioritize workload, lead incident resolution, multi-task, meet deadlines, and manage competing priorities under pressure.

Excellent oral and written English communication skills, including the ability to explain complex technical issues to both technical and non-technical audiences. Experience contributing to process improvements, documentation quality, or operational best practices in a technical team. Experience providing technical guidance or mentoring to junior engineers or team members.