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Cloud Support Engineer

1 year ago

Job Description
Magic Leap is searching for a Cloud Support Engineer to join our Customer Success organization. The successful candidate will have a broad skill-set ranging from HW & SW technical support skills to deploying and managing devices using over secure, private networks for both on-prem and cloud environments.
As a Cloud Support Engineer, you will build relationships with Magic Leap’s strategic customers and use your understanding of their deployment models to provide superior support and help drive their success. You will be a subject matter expert on the deployment and support of cloud software for our customers. You will act as the escalation point for cloud-deployment support issues and deep dive on technical issues with engineering. In parallel, you will relay complex technical concepts clearly and concisely internally and externally with the end goal of solving business problems and making our customers’ lives easier .

Responsibilities

Provide technical support for customer private network deployments for both on-prem and cloud with and without device management software tools
Participate in the documentation, communication, and escalation of product/software issues to the appropriate parties to ensure the highest quality support for top tier partners.
Provide technical support for ML2 HW & SW
Drive innovative and creative solutions to partner and Magic Leap sales challenges
Work closely and communicate effectively with partners, sales, and partner teams around the world on technical related topics
Provide input on strategic decisions that affect the functional areas of responsibility
Test and prepare support strategy for new releases of hardware, software, and ecosystem

Qualifications

3+ years experience years working with cloud technologies like AWS, GCP or Kubernetes support environment
Experience with a variety of database technologies: MySQL, PostgreSQL and Redis
Understanding of containerization platforms such as Docker.
Understanding of cloud architecture: scalability, reliability, isolation, IAM, etc.
Experience managing CI/CD pipelines.
An understanding of networking protocols such as: TCP/IP, DNS, TLS, SMTP, HTTP, REST and gRPC
3+ years experience supporting private networks (on-prem & cloud)
3+ years of experience working in Windows, OSX, and Linux environments
2+ years experience with support based ticketing systems: JIRA, Zendesk, or equivalent
Understanding of cloud architecture: scalability, reliability, isolation, IAM, etc.
Experience with Magic Leap product a plus
Experience with Augmented Reality products a plus
Experience leading technical projects in multi-layered tech organizations a plus
Have a team first mentality
‘Forensic-like’, methodical troubleshooting skills
Works well with others: giving feedback and taking feedback in a constructive manner
Ability to multi-task and manage tasks with varying priorities
Comfortable with collaboration, open communication and reaching across functional borders
Good communication skills, can speak positively to a technical or non-technical audience about complex or nuanced subject matter
Most of all, be able to: “Have fun and work hard”

Education

BA/BS in computer science or equivalent experience

Additional

Travel approximately 15%
All your information will be kept confidential according to Equal Employment Opportunities guidelines.

#LI-REMOTE

Our salary ranges are determined by role, level and location. In addition to salary, Magic Leap offers a discretionary bonus, equity, and a fully comprehensive benefits package for eligible employees.

US Base Salary Range

$76,000 — $105,000 USD

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