Infrastructure Support Engineer II

Business Area:
IT
Seniority Level:
Associate
Job Description:
At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.
Cloudera is looking for an Infrastructure Support Engineer II to join our Cloud Operations team and help deliver a fast, reliable support service across our global infrastructure estate. This is a hands-on role at the front line of how our engineering and business teams get access to, and get answers about, cloud, on-premises and AI platform services.
You will own day-to-day operational requests across AWS, Azure and Google Cloud, support our on-premises private cloud and Cloudera platform deployments, and you will be one of the first people in the company supporting our internal AI platform. You will also help build the runbooks, automation candidates and knowledge base that make the whole service faster over time. If you like solving problems quickly, writing down what you learned, and then removing the need to solve it again, this is a good fit.
This role reports into Cloud Operations and works closely with our platform engineering, FinOps and identity teams.
As an Infrastructure Support Engineer II you will:
Own and resolve day-to-day cloud operational requests across AWS, Azure and Google Cloud, including access, identity, account lifecycle and resource queries
Provide support for our internal AI platform, including access and key management, usage and quota questions, model availability, and onboarding new teams onto the platform
Support our on-premises private cloud and Cloudera platform deployments, handling user access, environment queries and documented break-fix, and escalating operational issues to the engineers who own the stack
Triage, diagnose and resolve Tier 1 and Tier 2 issues, escalating cleanly with good evidence when an issue needs platform engineering or architecture input
Execute documented change against our cloud estate safely and accurately, and raise simple infrastructure-as-code changes for review
Write and maintain runbooks and knowledge base articles so that recurring requests become self-service
Use AI-assisted tooling to triage, research and draft resolutions faster, while remaining accountable for the accuracy of every answer that reaches a requester
Maintain the accuracy of our configuration management data and service catalog
Maintain the inputs to our Infrastructure-As-Code and Github workflow.
Handle first-line cloud cost and tagging questions, escalating complex optimization work to our FinOps team
Own the handover between time zones so nothing is dropped between regions
Identify the requests that should not exist and propose the automation that removes them
We're excited about you if you have:
Two to four years of experience in cloud operations, infrastructure support or IT support, across cloud or on-premises environments
Working knowledge of AWS, plus Azure or Google Cloud
Experience working a ticket queue in a service management tool, ideally ServiceNow
Confidence at the command line and with Linux
Excellent written communication, because most of this work is written
A track record of following documented process accurately, and improving it where it falls short
An interest in identity and access concepts such as SSO, IAM and single sign-on group management
Nice to have:
Exposure to Github, Terraform or other infrastructure as code
Exposure to cloud cost management or FinOps practices
Experience using AI or large language model tooling in a professional setting
An associate-level cloud certification
What you can expect from us:
Generous PTO Policy
Support work life balance with Unplugged Days
Flexible WFH Policy
Mental & Physical Wellness programs
Phone and Internet Reimbursement program
Access to Continued Career Development
Comprehensive Benefits and Competitive Packages
Paid Volunteer Time
Employee Resource Groups
EEO/VEVRAA
#LI-AB1
#LI-Hybrid