Cloud Support Engineer

Job description

Sutherland is seeking a Cloud Support Engineer to play a key role in supporting, monitoring, and maintaining enterprise cloud-based applications and production environments. This role requires a strong technical background in application support, cloud operations, troubleshooting, and production environment management. The ideal candidate will work closely with Engineering, Infrastructure, Customer Support, and cross-functional teams to ensure the stability, availability, and performance of mission-critical systems. The Cloud Support Engineer performs a wide range of duties including some or all the following: Monitor, maintain, and support cloud-hosted applications and production environments to ensure high availability and optimal performance. Perform operational activities including application health monitoring, service management, server maintenance, and environment support. Identify, troubleshoot, and resolve operational issues related to applications, infrastructure, data pipelines, integrations, batch processing, and network connectivity. Monitor server performance metrics including CPU utilization, memory consumption, databases, file systems, application services, and scheduled jobs. Review, prioritize, and resolve production incidents and support requests while maintaining service level agreements (SLAs). Provide Level 2 and Level 3 support for application, infrastructure, database, and operational issues. Maintain operational documentation including runbooks, troubleshooting guides, incident records, and support procedures. Generate operational reports, production metrics, status updates, and environment health dashboards. Collaborate with Engineering and Infrastructure teams to optimize application reliability, scalability, and deployment processes. Support on-call rotations and provide off-hours support when required to maintain production availability. Advanced English proficiency (B2 or Higher) 2+ years of experience supporting production environments, cloud operations, application support, infrastructure support, or related technical roles. Experience supporting cloud-hosted environments and familiarity with public cloud platforms such as AWS, Azure, or GCP. Hands-on experience working with Unix/Linux environments, Windows servers, shell scripting, SSH, and application server management. Experience with relational databases such as SQL Server, Oracle, MySQL, or similar technologies. Understanding of application monitoring, troubleshooting, debugging, performance optimization, and scalability concepts. Familiarity with data flows, ETL processes, integrations, and distributed application environments. Knowledge of application security best practices, fault detection, incident management, and operational processes. Strong analytical and troubleshooting skills with the ability to diagnose complex technical issues quickly. Excellent communication skills with the ability to effectively collaborate with customers, technical teams, and stakeholders. Ability to work independently, manage multiple priorities, and thrive in fast-paced production environments. Willingness to participate in on-call rotations and support non-prime shift operations when required. Hybrid work model: 3 days working from home and 2 days onsite at our Torre Krystal offices in Bogotá. We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 39 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.