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Cloud Support Analyst, APJ

Copperleaf Technologies

Copperleaf Technologies

IT, Customer Service
New Zealand · Remote
Posted on Friday, April 19, 2024

Cloud Support Analyst, APJ

Location: New Zealand (Remote Working)

Deliverables: Client SaaS Operations Functions, Incident/Problem Management, and Service Fulfilment.

Nature of Role

Copperleaf’s cutting-edge software is the trusted choice for strategic decision-making among some of the world’s leading energy companies. As we strive to empower our clients to construct more resilient and sustainable infrastructure, we extend an invitation for you to join our team.

Our Cloud Operations Team, a crucial component of our Software as a Service (SaaS) offering, also delivers Infrastructure as a Service (IaaS) to Copperleaf and we are expanding. Our commitment is to the reliability and uptime of our services, and we consistently aim to support and improve processes. We are currently seeking an entry-level cloud analyst to contribute to these services and assist in enhancing the operational aspects of each service.

As an entry-level cloud analyst, you will have the opportunity to learn and grow in a supportive environment, contribute to our operations, and be a part of our exciting journey. We value passion, enthusiasm, and a willingness to learn more than specific qualifications.

Responsibilities

  • Ensuring the client SaaS hosting services, internal cloud services, and other services as needed run to SLA.
  • Supporting and deploying cloud solutions to maintain Copperleaf’s Amazon AWS hosted services.
  • Performing infrastructure health monitoring and reporting.
  • Troubleshooting production infrastructure, load issues, and implementing solutions.
  • Learning and understanding best practice procedures for deployment of infrastructure.
  • Documenting and identifying failure modes related to hosted solutions.
  • Participating in on-call rotations as part of the team.

Desired Background

Knowledge of cloud technologies and solutions focused on the operations of those solutions and maintaining infrastructure. Ideal candidates should have:

  • At least 2+ years’ experience working on IT operations team(s) with a focus on cloud technologies, scripting of solutions to manage system automation and cloud infrastructure reliability.
  • Experience operating high availability, complex customer-facing systems at scale in a 24x7 environment.
  • Experience managing control plane and operations tooling.
  • Understanding of higher-level languages (e.g., Python, Java, NodeJS).
  • Familiarity with both server and container-based architectures.
  • Experience parsing application and/or system logs to identify root cause and provide/suggest solutions or workarounds.
  • Experience with both Linux, Windows systems, and networking fundamentals.
  • 1-2 years’ experience in configuration and maintenance of applications such as web servers, load balancers, Oracle databases, and cloud environments.
  • 1-2 years’ experience learning software, frameworks, and APIs.
  • Understanding of the requirements of system maintenance, patching, and deployment.
  • Experience with Certificate and Secret Management related to security protocols.

Skills

  • Configuration Management tools (e.g., Ansible, Azure DevOps)
  • Managing Docker for Linux and for Windows
  • Managing containers with a container orchestration platform (e.g., Kubernetes)
  • Amazon Web Services (e.g., IAM, EC2, ECR, EKS, Route53)
  • Continuous integration tools (e.g., Jenkins, Azure DevOps)
  • Source and Project Control (e.g., JIRA, Github, Github Enterprise, Azure DevOps)
  • Familiarity with Infrastructure as code (e.g., Terraform, CloudFormation)
  • Familiarity relational SQL, and database concepts
  • Monitoring and Logging tools (e.g., Sumologic, Pingdom, New Relic)

About you

  • Detail-Oriented: You have an eye for detail and can identify trends and commonalities across a large number of events.
  • Great Communicator: You enjoy capturing processes in documentation and can create internal documentation such as accurate, concise bug reports, and reference material.
  • Flexible: As part of a small but rapidly growing team in an international company, you are open to working flexible hours as needed to support our 24/7 infrastructure.
  • Problem Solver: You have strong fundamentals in troubleshooting and are able to identify root causes and find workarounds for various issues.
  • Curious and Passionate: You have a natural curiosity and a passion for learning new information.
  • Diverse Skills: We recognize that talent comes in many forms, so we’re looking for passion, enthusiasm, and transferable skills more than specific qualifications.
  • Service Driven: You understand the importance of service tickets and the importance they hold in tracking issues and solutions. You maintain meticulous notes, ensuring all relevant information is captured accurately for future reference. This allows for efficient problem-solving and contributes to the overall improvement of our service quality.

What’s it like here?

At Copperleaf, culture is at the very core of who we are and what we do. We’re a world-class team of innovators that inspire one another to learn and continually push the limits of what’s possible. We cultivate an atmosphere of openness and support where all opinions and ideas are valued and encouraged, and where teamwork is key to success. We value a diverse environment and are proud to be an equal opportunity employer.

Founded in Vancouver, Canada, Copperleaf is committed to building a better world, one decision at a time. As one of Canada’s Fastest-Growing Companies and winner of Canada’s Most Admired Corporate Cultures, we are a dynamic and disruptive organization offering exciting opportunities for growth and innovation.

Diversity, Equity, and Inclusion are at the heart of Copperleaf’s culture and play a vital role in our growth strategy. We are committed to ensuring that everyone feels a sense of belonging and can contribute to their maximum potential. Our differences are the reason great things happen here. If you are an applicant in need of accommodations or special assistance throughout the interview process, please submit a request by email to exsupport@copperleaf.com.