Senior Cloud Support Engineer I

About the Role

As a Senior Cloud Support Engineer, you will deliver advanced technical support for the Strategy Cloud platform and product suite. In this role, you will focus on resolving complex, high-impact customer issues, driving technical best practices across the Strategy Community, and continuously deepening product knowledge to ensure an exceptional customer experience. To thrive in this position, you should bring a strong passion for cloud technology, a track record of technical leadership, and the ability to solve challenging problems in fast-paced environments. We are looking for a collaborative engineer who takes pride in mentoring others and elevating service standards.

Responsibilities

• Provide advanced support for Strategy's Business Intelligence product suite, Cloud platform, and its underlying technologies, acting as an escalation point for Cloud Support Engineers.
• Develop and maintain strong relationships with Strategy customers and partners through daily, high quality interactions during customer project development, production system maintenance, and critical incident resolution.
• Collaborate and communicate effectively with peers, internal application and software development teams, and other cross-functional groups to ensure timely and effective resolution of customer issues.
• Prioritize and communicate product defects and enhancements to development teams, providing detailed technical context and participating in follow-up discussions as needed.
• Contribute to the growth of the Strategy Community by creating and reviewing customer-facing documentation of technical solutions and product documentation addendums, ensuring high quality and accuracy.
• Lead the day to day management of the Strategy Cloud infrastructure including scheduled and emergency maintenance activities as well as scheduled on-call coverage.
• Contribute to the creation and improvement of Standard Operating Procedures (SOPs) and best practices to improve team efficiency, service quality, and platform reliability.
• Provide technical guidance, coaching, and mentoring to junior team members, helping to develop their technical skills and support capabilities.
• Participate in and sometimes lead internal technical training sessions, knowledge-sharing activities, and continuous improvement initiatives.

Qualifications

• Bachelor's degree, preferably in a technical field (Engineering, Physics, Mathematics, Computer Science) or equivalent practical experience.
• 3-5 years experience supporting, administering, or operating cloud-based platforms or Business Intelligence enterprise applications in a customer-facing role.
• Strong experience with Kubernetes, Python, REST API, Java, SQL, HTML, or XML/XSL technologies.
• Windows/Linux system administration knowledge, including networking, security, and performance troubleshooting.
• Functional knowledge of cloud technologies and service providers like Azure, AWS, and GCP, including core services such as compute, storage, networking, and identity/access management. Certification preferred.
• Proven strong analytical and advanced troubleshooting skills, including experience performing root cause analysis for complex incidents.
• Strong time management skills to prioritize workload, lead incident resolution, multi-task, meet deadlines, and manage competing priorities under pressure.
• Excellent oral and written English communication skills, including the ability to explain complex technical issues to both technical and non-technical audiences.
• Experience contributing to process improvements, documentation quality, or operational best practices in a technical team.
• Experience providing technical guidance or mentoring to junior engineers or team members.

Pay & Schedule

• This is a 100% on-site position based in our Tysons Corner office.
• The working hours for this role are Monday through Friday, from 8:30 AM to 6:00 PM.
• The base salary range for this role is $83,100 to $149,500. Eligible employees may also participate in bonus programs, sales incentives, equity awards, and comprehensive benefits, as applicable.