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Sr. Cloud Managed Services Support Engineer-Remote Job in Cleveland, Ohio US

Sr. Cloud Managed Services Support Engineer-Remote

Onix Networking Corp. - Cleveland, OH

Posted: 5/11/2021 - Expires: 7/11/2021

Job ID: 227145949


Job Description

Summary: Onix is currently seeking a passionate, engaged, and motivated individual to fill the role of a Senior Cloud Managed Services Support Engineer at Onix HQ in Lakewood, Ohio, or remote. This person will assist an agile team in establishing new grounds with a customer-first mentality while providing enterprise-level and corporate support for our growing Next-Generation Cloud MSP practice. This will consist of providing technical assistance as part of a 24/7 service and support using public and private clouds, as well as proactively working on enhancing processes to optimize customer environments.


Scope/Level of Decision Making: This is an exempt position operating under limited decision-making and supervision. Position performs a variety of assigned activities, referring more complex issues to a manager.


Location: Remote- Nationwide, Remote- Ontario, Remote-Quebec


Primary Responsibilities:

  • Provide support for cloud-based services and solutions including Google Cloud Platform
  • Take ownership of helpdesk tickets and see problems through to resolution while observing and meeting enterprise grade SLAs
  • Identify, research and troubleshoot customer issues; provide effective solutions and successfully implement them in a timely manner
  • Configure and maintain monitoring, alerting and backup systems across multiple customers
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal or partner teams
  • Ability to comprehend patterns and trends while troubleshooting to provide long-term and optimal solutions to issues while ensuring efficiency and optimizing customer environments
  • Offer world-class support experience, fostering transparency and meaningfulness communication with customer
  • Lead video calls with customers and provide updates in a timely manner
  • Ensure proper documentation for recording and closure of all issues
  • Help create and maintain knowledge base relevant for the MSP practice
  • Participate in the creation and testing of new tools, workflows and explore new technologies
  • Be available to start work at 8 am local time, as well as in an on-call environment with rotation
  • Comprehend and conform to GCP best practices


Onix Cloud Managed Services team is constituted on the integration of the following skills and experience: 

  • 3+ years of enterprise-level work resolving Cloud & Infrastructure/OS issues
  • Strong Operating System troubleshooting skills (Linux, Windows, other)
  • Experience and ability to work with ticketing and service desk software and management applications such as Service Cloud, Freshservice, Zendesk, Atlassian Suite (Jira, Trello, Confluence), Slack etc.
  • Experience using technical, cloud-based 3rd party tooling such as Datadog, LogicMonitor, AppDynamics, CloudHealth, Automox, VEEAM, Appranix, VMWare, Thycotic, etc.
  • Experience with server virtualization: Image creation, deployment and maintenance
  • Experience creating and maintaining software defined networks
  • Altiris, SCCM, or other deployment tools
  • Networking fundamentals and technologies, including VPN configurations, TCP/IP, firewalls, routing, load balancing etc.
  • Experience with network technologies and with system, security, and network monitoring tools
  • Good working knowledge of common web hosting technologies (Apache, Nginx etc)
  • Thorough understanding of the latest security principles, techniques, and protocols
  • Problem solving skills and ability to work under pressure
  • Excellent technical and customer focused communication skills (verbal, written and presentation)
  • Strong problem solving skill set, and the ability to understand new technologies quickly are essential
  • Automation experience with BASH, Powershell, Python, or other scripting languages
  • Experience with Terraform, Chef, Puppet, Ansible, Pulumi or other Configuration Management technologies
  • Software development background or knowledge of software development methodologies
  • Understanding of solution design/architecture principles
  • Knowledge of multiple public or private clouds, with a heavy focus on GCP
  • Thorough understanding of DevOps principles and practices in relation to release pipelines and builds
  • Experience with CI/CD management tools (Jenkins, Git, TFS etc.)
  • Working knowledge of Kubernetes, Anthos, Docker, containerization and serverless technologies
  • Working knowledge of DataOps monitoring, managing and maintenance
  • Experience with performance monitoring and management of database engines (ex: MSSQL, MySQL, DynamoDB, MongoDB, ElasticSearch, Postgres)
  • Familiar with regulatory and governance frameworks such as HIPAA, PCI, etc.



  • A Bachelor’s degree in Computer Science, related technical field or equivalent experience
  • Certifications - Would prefer any of the following
    • Google Certified Professional - Cloud Architect
    • Google Certified Professional - DevOps Engineer
    • Google Certified Professional - Data Engineer
    • Google Certified Professional - Security Engineer
    • Google Certified Professional - Network Engineer
    • AWS Certified Solutions Architect - Professional
    • AWS Certified DevOps Engineer - Professional
    • AWS Certified Advanced Networking - Specialty
    • AWS Certified Security - Specialty
    • AWS Certified Database - Specialty
    • AWS Certified Data Analytics - Specialty


Travel Expectation:   Currently <10% due to the Covid-19 crises the amount of travel is subject to change.


Identified Skills

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
Bachelor's degree
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
$8.80 - $0.00 /hour
Licenses / Certifications:
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 6
Graphic Literacy: 6

Workplace Documentation: 5