Cloud Support Engineer

A global leader focused on lottery solutions, providing safe and secure technology as a dedicated lottery service provider. The company leverages collective insight, experience, and expertise to create reliable and engaging solutions that help lottery clients achieve objectives, meet player needs, and deliver meaningful benefits to communities.

• One to three years of experience in a technical support, cloud operations, systems administration, NOC, or similar customer-facing role.
• Strong customer service mindset with the ability to communicate clearly, professionally, and calmly under pressure with both technical and non-technical audiences.
• Working knowledge of at least one major public cloud platform (AWS or Azure) with demonstrated interest in expanding across all three (including GCP).
• Foundational understanding of networking concepts including DNS, routing, security groups or firewall rules, load balancing, and basic connectivity troubleshooting.
• Experience working within a ticketing system (Jira).

Nice to have:

• Exposure to FinOps concepts.
• Familiarity with cloud governance practices.
• Basic scripting or automation skills in PowerShell, Python, or Bash, with comfort using CLI tools for cloud platforms.
• Introductory experience with infrastructure-as-code tools such as Terraform or cloud-native templates (CloudFormation, ARM, or Bicep).
• Familiarity with monitoring and observability practices.
• Cloud certification at the foundational level (Azure Fundamentals AZ-900, Azure Administrator AZ-104, AWS Cloud Practitioner, or Google Cloud Digital Leader) is an asset.

• Serve as the first point of contact for cloud support requests and incidents, ensuring timely and professional responses.
• Triage issues by assessing impact, gathering context, and identifying root causes.
• Resolve standard cases using runbooks, escalating complex ones with full diagnostics.
• Manage the full ticket lifecycle, including prioritization, communication, and documentation, while meeting SLA targets and proactively flagging delays.
• Perform multi-cloud operational tasks across AWS, Azure, and GCP (access, resources, networking, monitoring).
• Support GitHub platform administration and troubleshooting.
• Assist with IAM processes, ensuring least-privilege and audit readiness.
• Investigate cost anomalies, validate tagging and ownership, and support FinOps processes like chargeback/showback.
• Promote cost optimization across teams.
• Maintain operational documentation, identify recurring issues, and drive improvements through automation and process enhancements.
• Contribute to post-incident reviews with clear analysis and recommendations.