Application Support Engineer

Qodea is Europe’s leading Google Cloud specialist consultancy. We're a team that’s energised by innovation and delivering exceptional results for our clients. We deliver cutting edge solutions across data & analytics, AI, cloud infrastructure or security that drive digital transformation and enable our customers to scale, modernise and thrive.

In joining Qodea, you’ll work alongside specialists in their field and would have access to mentoring, industry-recognised training and certifications, and personalised development plans to support your career growth.

We’re always looking for motivated and energetic people who are eager to learn and grow, so if you want to supercharge your career, join Qodea!

What you’ll do:

• Responsible for managing tickets in line with contractual SLAs and metrics.
• Deployment of standard system changes to support the customer roadmap under MSP.
• Continuously and proactively identify the need for monitoring areas and customer’s administrative services in scope as per contract.
• Activities include bespoke software application troubleshooting, or interrogating logs and traces for the customer’s in-scope services.
• Follow best practices for rolling out security patches & operating system releases in coordination with other involved teams, following the escalation process when necessary.
• Responsible for maintaining the knowledge materials for the scope of the team, regarding delivery on MSP customers.
• Manage support requests and incidents from MSP customers, including triage and escalation to Qodea Leads or to Google Support through to resolution, being responsible for E2E ticket lifecycle management.
• Maintenance and support of customer GCP systems and services including troubleshooting issues and working with delivery engineers to resolve them.
• Follow the Incident Management process throughout the ticket lifecycle.
• Work closely with the delivery teams, Google, and customer engineering teams to:
• Understand and use repeatable and consistent technology stacks across our customer projects.
• Help document and implement managed service processes that are aligned with a project's technology stack, and customer requirements.
• Help to identify areas for service improvement (tools, processes, internal KPIs) across the teams, to provide a consistent and integrated MSP experience for our customers.
• Feedback triggered changes and improvements to the delivery process that have a direct impact on the delivery of MSP.
• Availability for shift rotation (2 shifts, in order to cover 8AM - 11PM).

Requirements

What you’ll bring:

• Experience and knowledge regarding MSP framework, potential services, and benefits for customers. (especially Cloud Environment)
• Exposure to Linux operating systems, Virtual Machine environments: VMware / VSphere
• Public Cloud engineering experience: GCP, AWS or Azure
• Understanding and previous exposure to project delivery within MSP contracts
• A minimum of 2 years of experience in a Support & Operations environment in a 2nd line role preferably in an ITIL environment, preferably part of an MSP services provider.
• Required Incident Management experience.
• Confidence to work autonomously as well as align with the team’s direction
• Ability to handle multiple projects and shifting priorities
• Previous exposure to environmental change control processes and configuration/release management.
• Ability & experience in direct communication with customers (either technical or business teams)
• Excellent English, written and verbal

Desirable Skills:

• Google Cloud Certified: Google Cloud Associate Cloud Engineer / Professional Cloud Architect, or any other Google certification
• Able to troubleshoot platform issues using system logs and metrics
• Exposure to Kubernetes, Docker, Containers, Terraform, Terragrunt
• CI/CD (basic overview)
• Exposure to Coding / Programming (bash scripting, PowerShell, CLI)
• You are willing to work in a continuously changing environment
• You are willing to learn: Google Cloud Platform, Kubernetes, BigQuery, CloudSQL, Compute Engine, Docker.
• You are curious about database configuration and management (with NoSQL databases)
• Networking SSL/Encryption/Security protocols are part of your interests
• You have a BS in Computer Science or a related engineering field, or equivalent practical experience

How you’ll grow:

• The GCP Support Engineer will work within the MSP team and help to support Qodea MSP customers across all of our Google Cloud Platform solutions (Platform, Data, ML etc.). Reporting into the Service Management Lead, you will collaborate closely with MSP and Delivery departments (Platform Support Team, Service Delivery, Technical Account Management etc.) and help to identify improvement opportunities within our MSP offerings.
• The role will also include working with various teams across Qodea and helping to ensure a consistent MSP experience for our customers across all of our services. This role is an exciting opportunity to help define and build the future of managed services at Qodea.

Benefits

• Health Care package

• NN Assurance package (life and health)
• 10 learning days per year
• Regular opportunities for industry recognised training and certifications
• Opportunities to develop within a fast growing-tech business with ambitious growth and impact goals
• 28 days PTO + 15 days Bank Holidays and your birthday off
• Length of service awards
• Sabbatical leave for employees over 5 years service
• Meal tickets
• Transportation costs
• Bookster Platform
• Company events - opportunities to meet colleagues you don’t see every day

Diversity and Inclusion Statement

At Qodea, we champion diversity and inclusion. We believe that a career in IT should be open to everyone, regardless of race, ethnicity, gender, age, sexual orientation, disability or neurotype. We value the unique talents and perspectives that each individual brings to our team, and we strive to create a fair and accessible hiring process for all. If you feel we can improve in any way, please reach out to our careers team via email at careers@qodea.com or connect with us on LinkedIn via our Qodea Company Page.