Cloud Support engineers at LPL run the cloud — they're the first humans on every ticket from an application team and the people who turn 'this happened again' into 'we automated it.' As Engineer 2, Cloud Support Engineer, you'll triage tickets, execute runbooks, fulfill account / IAM / access requests, support change windows, and respond to production cloud incidents inside the Support team, with senior engineers, AVPs, and the VP, Support close at hand. If you want to learn AWS at a Tier 1 financial firm by running it for real with a globally distributed team across the US and India, this is your seat.

Job Overview:

As the Engineer 2, Cloud Support Engineer, you are a hands-on mid-level cloud operations engineer in the Support team in LPL's Cloud Center of Excellence (CCOE). You support LPL's 24x7 Tier 1 / Tier 2 production support for the AWS landing zone — the run-the-cloud function inside CCOE — alongside senior engineers, AVPs, and the VP, Support. Day-to-day you triage inbound tickets from application teams across Jira and ServiceNow, fulfill account / IAM / access requests, execute and improve runbooks, support change windows, and respond to production cloud incidents. You partner closely with the Monitoring pod within Foundations on alert routing into ServiceNow and runbook execution, and you escalate cleanly into the Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring), Platforms, Containers, and Delivery when the issue is beyond the Support team's remit. LPL is an AWS-first CCOE: a multi-account landing zone with 100+ private reusable Terraform modules that enable 60+ AWS services, all delivered through Terraform Cloud and GitHub Actions. You spend the majority of your time hands-on in tickets, runbooks, Terraform, and incident response across LPL's US offices and India Global Capability Center (GCC) — and you continuously turn repeatable requests into automated, self-service paths.

Responsibilities:

• Triage inbound tickets from application teams across Jira and ServiceNow against clear SLAs: own the ticket end-to-end if it's Tier 1 / Tier 2 scope, and escalate cleanly into the Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring), Platforms, Containers, and Delivery when it's not

• Fulfill account / IAM / access requests for the landing zone and actively turn the repeatable ones into self-service paths through the Account Factory for Terraform (AFT) and the private Terraform module library

• Execute and improve runbooks for known incident classes; pair with the Monitoring pod within Foundations to feed incident lessons back into durable monitoring and runbook improvements

• Support change-management execution: change-window participation, ServiceNow change-record discipline, and verification of changes against the affected accounts and workloads

• Embed agentic AI capabilities into the team's engineering practice (e.g., Cursor, Claude Code, Bedrock, MCP servers, agentic IaC and review workflows) and into the platform's self-service experience for internal customers

• Use agentic AI capabilities in your day-to-day support work: AI-assisted ticket triage and routing, conversational self-service for common account / IAM / access requests via MCP, runbook generation and lookup, and on-call copilots that summarize recent telemetry and chat during incidents

• Operate as a hands-on mid-level cloud engineer in the pod: spend the majority of your time in Terraform code, AWS console / CLI, design documents, peer code review, and incident response — execution and growth are the primary leverage points

• Personally participate in 24x7 on-call rotations as a primary responder for production incidents within the pod's scope; grow into senior responder framing over time with support from AVPs and VPs

• Consume the private Terraform module library and reference patterns to ship application-aligned infrastructure; raise small, well-scoped pull requests against shared modules and the Account Factory for Terraform (AFT) foundational base layer to improve what you use

• Partner with peer engineers, AVPs, and VPs across the Cloud Center of Excellence — the five CCOE teams (Foundations, Platforms, Containers, Support, Delivery) and the five Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring) — to deliver pod outcomes; ask for help early and pass what you learn on to peers

• Apply the AWS Well-Architected Framework in the work you touch and drive continuous improvement against operational, security, reliability, performance, cost, and sustainability outcomes

• Participate fully in Agile / Scrum ceremonies (sprint planning, standups, backlog grooming, retrospectives) with the pod's embedded Scrum Master and partner with the enterprise EPMO / RTE on delivery commitments and dependencies

• Pursue and maintain the Engineer 2 certification path per the CCOE certification matrix — AWS Certified Developer – Associate, HashiCorp Certified: Terraform Associate (004), Kubernetes and Cloud Native Associate (KCNA), and Certified Kubernetes Application Developer (CKAD) — progressing toward Senior Engineer over time

What are we looking for?

We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

Requirements:

• 3+ years of progressive technical experience in cloud infrastructure, platform engineering, or software engineering; Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent work experience)

• 1+ years of hands-on production AWS in a multi-account environment with hands-on production Terraform delivered through Terraform Cloud and GitHub Actions; comfort consuming a private Terraform module library and raising well-scoped pull requests against shared modules

• 3+ years experience of owning meaningful, well-scoped engineering work end-to-end under senior guidance — design, implementation, code review participation, and follow-through

• 2+ years experience participating in 24x7 production on-call rotations as a primary responder in a fast-paced, security-conscious environment (financial services preferred)

• 3+ years experience working a production cloud operations or cloud support queue (Jira, ServiceNow, or comparable ITSM): ticket triage SLAs, runbook execution, account / IAM / access-request fulfillment, change-window participation, and primary on-call response

Core Competencies:

• Strong growth mindset — actively pursues the Engineer 2 certifications in the CCOE certification matrix and uses each incident, code review, and design discussion as a learning loop

• Bias toward shipping high-quality, well-tested, code-reviewed work; leaves the codebase a little better than they found it

• Asks for help early when stuck and writes down what they learn for the next engineer

• Calm primary responder during incidents; pages an AVP or VP early rather than struggling alone

• Continuous learner in cloud-native, IaC, and applied AI

• Builds high-trust relationships with peer engineers across the US and India / GCC

• Excellent written and verbal communication; can articulate what they changed and why in a clear pull request description

Preferences:

• On the Engineer 2 certification path per the CCOE certification matrix: AWS Certified Developer – Associate

• On the Engineer 2 certification path per the CCOE certification matrix: HashiCorp Certified: Terraform Associate (004)

• On the Engineer 2 certification path per the CCOE certification matrix: Kubernetes and Cloud Native Associate (KCNA)

• On the Engineer 2 certification path per the CCOE certification matrix: Certified Kubernetes Application Developer (CKAD)

• Experience using agentic AI / GenAI tooling (Cursor, Claude Code, Copilot, Bedrock, MCP) in day-to-day engineering work

• Strong scripting proficiency in Python, Bash, or PowerShell

• Experience working with globally distributed teams across the US and India / GCC

• AWS Certified Cloud Practitioner (CCP) as a stepping stone toward Developer – Associate

Pay Range: