Cloud Developer and Customer Support Engineer

What You’ll Work On

• Contribute to automation and infrastructure improvements based on customer feedback and support patterns.
• Implement automation and IaC practices to streamline deployments, provisioning, and configuration management.
• Evaluate and recommend cloud services, tools, and technologies to improve efficiency and enhance system capabilities.
• Develop and maintain cloud infrastructure solutions using AWS, Azure, or GCP services.
• Respond to customer support tickets and technical inquiries within defined SLAs.
• Troubleshoot and resolve customer-reported issues, from simple configuration problems to complex system failures.
• Collaborate with customers to understand their requirements and provide technical guidance.
• Create and maintain technical documentation, runbooks, and knowledge base articles.
• Monitor system health and proactively identify potential issues before they impact customers.
• Participate in on-call rotation for critical customer support escalations.

Join us.

The world can't wait. You Have:

• 3+ years of experience with Python and leveraging multiple services to build complex solutions with AWS or Azure.
• 2+ years of experience in customer-facing technical support or customer success roles.
• Experience with AWS or Azure services, Git, and IT systems engineering or administration, including Linux and Windows.
• Experience implementing automation and IaC practices to streamline deployments, provisioning, and configuration management.
• Experience evaluating and recommending cloud services, tools, and technologies to improve efficiency and enhance system capabilities, documenting solutions, creating knowledge base articles, and maintaining customer-facing documentation.
• Experience with incident management, escalation procedures, SLA adherence, and customer support tools, including ticketing systems such as ServiceNow, Zendesk, or Jira Service Management.
• Knowledge of multi-account or multi-tenant architecture.
• Ability to manage multiple customer support cases simultaneously while maintaining high service quality, explain technical concepts to both technical and non-technical stakeholders, and remain calm and professional under pressure.
• Bachelor's degree.

Nice If You Have:

• Experience writing in IaC tools, such as AWS CloudFormation or Terraform.
• Experience with NIST standards, CI/CD, Agile or Scrum frameworks and practices, and containerization technologies such as Docker.
• Experience with customer support metrics and KPIs, including response time, resolution time, and customer satisfaction.
• Experience with remote support tools, screen-sharing platforms, customer onboarding, and technical enablement.
• Experience creating and delivering technical training or documentation for end users.
• Knowledge of ITIL or similar IT service management frameworks.
• Knowledge of Confluence, Jira, and Microsoft Office suite.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD).

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model

Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.