Cloud Engineer - AWS

Premier NX is a technology-enabled service provider supporting North American mid-market businesses through five core service areas: Finance and Accounting, IT Outsourcing, Sales Enablement, Customer Experience, and Analytics. Established in 2003 and operating across the U.S., Canada, Pakistan, the Philippines, and China, Premier NX partners closely with clients using a co-sourcing model that integrates seamlessly with their culture and goals. The company is recognized for combining human expertise with advanced technology to drive improved business outcomes.

We are currently seeking an experienced Cloud Engineer with a strong focus on AWS to join our Global Network Operations Center (GNOC). This role involves providing technical support to the Customer Experience (CX) team, primarily managing AWS cloud operations, SaaS application support, billing and cost management, APIs, third-party integrations, and troubleshooting cloud services that impact customers. The engineer will act as an L2/L3 escalation resource, collaborating with CX, Network, Security, Engineering, and other technical teams to ensure cloud service availability and resolve complex issues. While AWS is the primary technology, the role also includes operational support for Microsoft Azure and other cloud services managed by GNOC.

Key Responsibilities

- Monitor, maintain, and troubleshoot production workloads hosted on AWS.
- Provide L2/L3 support for AWS-related incidents and customer-impacting service issues.
- Troubleshoot AWS services including EC2, VPC, VPN, Security Groups, NACLs, Route 53, ELB, S3, RDS/Aurora, Lambda, ECS/EKS, CloudFront, API Gateway, SQS/SNS, IAM, CloudWatch, and CloudTrail.
- Manage AWS networking components such as VPCs, subnets, routing, VPN connectivity, DNS, security rules, Transit Gateway, and hybrid connectivity.
- Monitor cloud infrastructure performance, availability, capacity, and service health, taking appropriate remediation actions.
- Support AWS Marketplace SaaS operations, including subscriptions, entitlements, metering, usage records, and billing-related technical issues.
- Investigate AWS cost and usage anomalies using Cost Explorer, Budgets, and other cost-management tools.
- Manage AWS IAM roles, policies, secrets, keys, certificates, and security-related operational tasks.
- Troubleshoot SaaS applications, REST/GraphQL APIs, webhooks, authentication, and third-party integrations.
- Perform incident triage, service restoration, root cause analysis (RCA), and escalate P1/P2 incidents as needed.
- Automate cloud operational activities using Python, Bash/PowerShell, AWS CLI, Boto3, and Infrastructure as Code tools such as Terraform or CloudFormation.
- Maintain monitoring systems, alerts, runbooks, standard operating procedures (SOPs), and technical documentation.
- Provide operational support for Microsoft Azure and other GNOC-managed cloud services as required.
- Collaborate closely with CX, Network, Security, Engineering, and other teams to resolve technical issues.
- Participate in 24x7 GNOC rotational shifts and on-call support as necessary.

Required Qualifications

- Bachelor of Science degree in Information Technology or a related field.
- Minimum of 3 years hands-on experience in AWS Cloud Operations, Cloud Engineering, GNOC/NOC, DevOps, or L2/L3 infrastructure support.
- Strong practical experience managing and troubleshooting AWS production environments.
- In-depth knowledge of AWS networking, compute, storage, databases, IAM, monitoring, and security services.
- Experience supporting SaaS applications, APIs, and third-party integrations.
- Proficiency with AWS monitoring and troubleshooting tools, particularly CloudWatch and CloudTrail.
- Working knowledge of Python, Bash and/or PowerShell scripting, AWS CLI, and Boto3.
- Familiarity with Infrastructure as Code, preferably Terraform or CloudFormation.
- Basic working knowledge of Microsoft Azure and willingness to support Azure workloads.
- Excellent troubleshooting, incident management, documentation, and communication skills.
- Ability and willingness to work in a 24x7 rotational GNOC environment.

Preferred Qualifications

- AWS certifications such as Solutions Architect, SysOps Administrator, DevOps Engineer, or Security Specialty.
- Microsoft Azure certification or practical experience in Azure administration.
- Experience with AWS Marketplace SaaS operations including metering, entitlement, and billing.
- Hands-on experience with Terraform and cloud automation.
- Background supporting compliance environments such as SOC 2, ISO 27001, or PCI DSS.

This role offers the opportunity to work in a dynamic, global environment supporting critical cloud infrastructure and services while collaborating with cross-functional teams to deliver exceptional customer experiences.