IT Engineer at Cloudbees · Remote only · 4 - 10 years · ₹8L - ₹15L / yr · Raised funding · Remote only · Posted 5 Apr 2022
PythonCloudBees provides the leading software delivery platform for enterprises, enabling them to continuously innovate, compete, and win in a world powered by the digital experience. Designed for the world's largest organizations with the most complex requirements, CloudBees enables software development organizations to deliver scalable, compliant, governed, and secure software from the code a developer writes to the people who use it. The platform connects with other best-of-breed tools, improves the developer experience, and enables organizations to bring digital innovation to life continuously, adapt quickly, and unlock business outcomes that create market leaders and disruptors.
CloudBees was founded in 2010 and is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Credit, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners. Visit http://www.cloudbees.com/">www.cloudbees.com and follow us on https://twitter.com/CloudBees?s=20">Twitter, http://www.linkedin.com/company/cloudbees">LinkedIn, and https://www.facebook.com/CloudBees">Facebook.
RESPONSIBILITIES:
- Monitor and triage IT Helpdesk requests through the Ticketing system and escalation Slack Channel and Emails
- Provide technical support and consultation services to end-users with issue identification, reproduction, and resolution via ticketing system, phones, and/or chat.
- Prepare and ship computers to all users based on company standard policy
- Responsible for general IT operations and user support
- Collaborate with Engineering Operations, and security teams to coordinate on IT policies to make effective business decisions
- Design, plan and implement systems automation as required for better efficiency to support team projects
- Accurately record transactions and processes using a designated tracking software
- Fully document technical specifications solutions of supported applications, workflow processes, and training material to a non-technical audience
- Develop, deploy and maintain system monitoring to enhance and scale the quality of IT support
- Develop, deploy and maintain the automation and user life cycle workflow
- Provides implementation and post-implementation triage and support of business software solutions by programming and/or configuring enhancements to new or packaged-based systems and applications.
- Leads systems' incident support and troubleshooting for complex and non-complex issues.
- Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers;
- Provides insight into recommendations for technical solutions that meet design and functional needs.
- Completes work assignments and supports business-specific projects by applying expertise in the subject area;
- Ensures new and existing software solutions are developed with insight into industry best practices, strategies, and architectures.
- Develops and executes unit testing to identify application errors and ensure software solutions meet functional specifications.
- Develops, configures, or modifies basic to moderately complex integrated business application solutions by designing and coding component-based applications using programming languages.
REQUIREMENTS:
- Strong customer service skills including verbal and written communications; customer-focused with the ability to effectively communicate with management, co-workers, and customers.
- Experience administering SaaS applications like Google workspace, Atlassian, Okta, Slack
- Hands-on experience working and supporting Mac and Windows OS
- Experience and knowledge of scripting languages to develop automation workflows and integrations for repetitive manual tasks
- Superior time management skills including a sense of urgency and proactive approach.
- Capable to manage multiple tasks/ projects simultaneously
- Excellent analytical and problem-solving skills.
- Demonstrated ability to work independently and in a team environment.
- Self-motivated to research resolutions to technical issues independently and learn new technologies with limited guidance
- Familiar with SSO/SAML, SCIM, 2FA, and Oauth flows
- Experience with API integrations
- Flexibility to work during the holidays and an on-call rotation
PROFESSIONAL BACKGROUND / SKILLS:
- Bachelor's degree in Computer Science or related degree or related experience required.
- CompTIA A+ certification a plus
- 6+ years of relevant technical experience in a Help Desk, System Admin, or Desktop Support role
- Strong Knowledge of Google Suite, Atlassian, and Okta administration
- Strong Knowledge of scripting languages (Python, Google Script, etc)
- Strong computer aptitude and understanding of IT concepts, operating systems, business applications, and network systems.
- Experience in software development and knowledge of scripting languages.
- Strong ability to evaluate the impact of new needs, as well as associated applications, systems, and processes
- Strong ability to work both individually and in a team environment
At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers. Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.
In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem solving and better solutions for our customers and their businesses.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Cloudbees
About
Connect with the team
Company social profiles
Similar jobs (5)
Skills Required
- Good Knowledge of Windows OS and Microsoft Office 365
- Basic experience with Active Directory (user management, access control)
- Understanding of networking fundamentals (DNS, VPN, IP addressing, troubleshooting)
- Exposure to monitoring tools such as CloudWatch, Prometheus, and Grafana
- Basic understanding of application support (log analysis, issue identification, alert handling)
- Ability to read and understand application logs (especially Java-based applications)
- Basic knowledge of Java (exceptions, logs, service behaviour)
- Familiarity with Linux/Unix commands for basic troubleshooting
- Experience with ticketing tools like ServiceNow or Jira
- Understanding of incident management and SLA handling
- Basic understanding of telecom concepts — caller ID, robocalls, spam/scam labeling, and number reputation/trust scoring is a plus
- Familiarity with API testing tools like Postman to check service/endpoint availability is a plus
Roles and Responsibilities
- Provide first-level support to end users through calls, emails, and ticketing tools, ensuring quick response and resolution
- Provide support to US-based users and stakeholders, ensuring clear communication and timely updates
- Work in US shift / rotational shifts as required to support business operations
- Troubleshoot issues related to Windows OS (Windows 10/11) and Office 365 applications such as Outlook, Teams, and OneDrive
- Manage user accounts, password resets, account unlocks, and access provisioning using Active Directory
- Install, configure, and maintain laptops, desktops, printers, and standard business applications
- Perform basic network troubleshooting including Wi-Fi, VPN, DNS, and connectivity issues
- Log, track, and update incidents and service requests in ticketing tools like ServiceNow or Jira, ensuring SLA adherence
- Take ownership of tickets and follow through until closure or proper escalation
- Escalate complex or unresolved technical and application issues to Level 2 or relevant teams with proper analysis
- Support user onboarding and offboarding activities, including system setup and access provisioning
- Monitor applications and infrastructure using tools such as Datadog, CloudWatch, Prometheus, and Grafana
- Respond to alerts and perform initial troubleshooting by analysing logs and identifying issues
- Provide Level 1 application support by validating issues, checking logs, and coordinating with DevOps or development teams
- Perform basic validation of APIs, services, and application/carrier-integration availability
- Assist in deployment validation and basic post-release checks (smoke testing)
- Work closely with DevOps, infrastructure, and application teams for faster issue resolution
- Maintain and update SOPs, knowledge base articles, and troubleshooting documentation
- Ensure adherence to IT processes, security policies, and operational best practices
IT trouble support for Desktop/Laptop & workstation
✓ Server Hardware installation & OS installation for Servers
✓ AD/ADC creation with Policies for AD users across organisations as required
✓ L1/L2/L3 Network Security configuration and Policy management
✓ LAN/WAN management & Policy Firewall management
✓ VPN/P2P Management with network switches internal or different locations
✓ Antivirus and End point security Management
✓ Data Backup with Cloud or installation on NAS/SAN
✓ Virtual M/C (VPS) creation & management on premise or Cloud Server
✓ Backup & Restoration of Data & Files for Backup Data
Job Description – Technical Support Engineer
Job Summary:
We are looking for a Technical Support Engineer to provide technical assistance, troubleshoot hardware and software issues, and ensure smooth functioning of IT systems and applications.
Key Responsibilities:
- Provide technical support to users through calls, emails, and on-site visits.
- Diagnose and resolve hardware, software, operating system, and connectivity issues.
- Install, configure, and maintain computers, peripherals, applications, and IT equipment.
- Troubleshoot LAN, Wi-Fi, VPN, printers, and basic network issues.
- Log, track, and resolve support tickets within defined SLAs.
- Escalate complex technical issues to the appropriate teams.
- Maintain technical documentation and update users on issue resolution.
- Perform preventive maintenance and ensure systems are operating efficiently.
Required Skills:
- Knowledge of Windows 10/11, hardware, software, and troubleshooting.
- Understanding of networking fundamentals, TCP/IP, DNS, and DHCP.
- Familiarity with remote support tools and ticketing systems.
- Strong problem-solving and communication skills.
Experience: 1–3 years in technical support or IT support. Freshers with relevant technical knowledge may also apply.
Qualification: ITI, Diploma, or Degree in IT, Computer Science, Electronics, or a related field.
Job Type: Full-time / Contractual, depending on project requirements.
The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.
Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link
Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog
Responsibilities
- Incident Handling & Production Support
- Escalation & Coordination
- Monitoring & Alerts
- Documentation & SOP Adherence
- Customer Interaction
Requirements and Qualifications:
- Minimum 1 year of experience as App support or product support
- Basic understanding of APIs, JSON, request/response flow.
- Ability to read logs and use monitoring tools.
- Strong communication and customer-handling skills.
Location: Bangalore, Karnataka
- Troubleshooting & Issue Resolution – Diagnose and resolve hardware, software, and network issues through remote and on-site support.
- User Support & Training – Assist employees and clients with technical queries, software installations, and system configurations.
- System Maintenance & Updates – Ensure regular system updates, patches, and security fixes to maintain system integrity.
- Network & Connectivity Support – Address internet connectivity issues, VPN configurations, and firewall troubleshooting.
- Ticket Management & Documentation – Log, track, and resolve issues through a helpdesk system, ensuring timely resolution.
- Hardware & Peripheral Support – Install, configure, and maintain printers, scanners, and other IT peripherals.
- Security & Data Protection – Ensure adherence to IT security policies, managing access controls and data backup solutions.
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon