The Software & Services Support team is seeking experienced Software Support professionals to provide Technical Support for the Predix Cloud: The Software Platform for the Industrial Internet. The Cloud Support Engineer needs to have experience with supporting applications on the cloud that have services-based architectures; strong communication skills, and a motivation to achieve results in a fast paced environment. Essential Responsibilities: • You will be accountable for taking direct support cases from users of the Industrial Cloud PAAS & SAAS customers • Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs • Trouble-shoot application alerts from monitoring tools and follow necessary playbook steps to resolve or escalate appropriately • Work directly with Service architects to help reproduce and resolve customer issues • Drive customer communication during critical events • Drive projects that improve support-related processes and our customers' technical support experience • Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase • Work on critical, highly complex customer problems that may span multiple services • Participate in a 24x7 on-call rotation • Collaborate with cross functional stakeholders • Provide timely and accurate estimates for deliverables • Contribute on the support user forums and developer community Desired Skills: • Experience with monitoring tools such as New Relic, Splunk, Sensu, log stash, Nimsoft • Experience with supporting operations of Cloud application fabric and/or PaaS technologies such as Cloud Foundry • Strong communication, and time management skills • Strong interpersonal and written communication skills • Ability to work in a fast paced, multi-site organization • Experience working in Agile development environment Qualifications Qualifications/Requirements • Bachelor's Degree in Computer Science/ Engineering OR "STEM" Majors (Science, Technology, Engineering and Math) • A minimum of 3 years of experience in cloud/online service operations or Saas Technical Support • Strong Unix/Linux Skills • Hands-on experience with at least one third generation automation as well as continuous integration and deployment solutions such as Chef, Jenkins, Puppet Additional Information