Hybrid Cloud Support Engineer

at ID-ware

• Job title: Cloud Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, Cloud, JavaScript, Linux, Node.js, Python, Unix
• Location requirements: Hybrid, London, United Kingdom

About the role

• Cloud Support Engineer at ID-ware responsible for cloud and internal IT operational support. Collaborating closely with the Platform team in troubleshooting and system maintenance tasks.

Responsibilities

• Provide first- and second-line support for cloud-hosted platforms, internal systems, and end-user IT services
• Act as an initial point of contact for operational incidents, service requests, and technical issues
• Perform triage, troubleshooting, and initial diagnosis of infrastructure, system, application, and user-related issues
• Escalate third-line issues to the Platform team with clear documentation, impact assessment, and supporting evidence
• Monitor cloud environments and operational tooling to identify issues, failures, capacity concerns, and service degradation
• Support routine cloud operations tasks across AWS and Azure environments
• Assist with user administration tasks including account provisioning, access changes, password resets, and permissions reviews
• Support identity and access-related processes across cloud and internal systems
• Carry out routine operational maintenance activities, including patch coordination, system checks, backup verification, and service health reviews
• Assist with support and troubleshooting of internally developed tools, scripts, and API integrations
• Perform basic script maintenance and operational automation tasks using Python, Node.js, PowerShell, or Bash where appropriate
• Support the investigation of application and API issues, including log analysis, configuration checks, and service validation
• Maintain and update operational documentation, support procedures, runbooks, and knowledge base articles
• Assist with endpoint, server, and general IT administration tasks across Windows and Linux environments
• Support basic network and connectivity troubleshooting where required
• Work with the Platform team to improve support processes, monitoring, operational readiness, automation, and service reliability
• Contribute to incident response, root cause data gathering, and post-incident follow-up actions
• Participate in on-call rotation or out-of-hours support where required
• Travel to client sites in the UK and overseas as required

Requirements

• Good understanding of AWS and/or Azure services and core cloud concepts
• Experience working in a first-line or second-line infrastructure, cloud support, or IT operations role
• Ability to troubleshoot and diagnose technical issues across systems, cloud services, applications, and user environments
• Knowledge of Windows administration
• Good working knowledge of Linux/Unix systems
• Familiarity with identity and access management concepts and administrative processes
• Understanding of cloud security best practices and operational security controls
• Experience with monitoring, alerting, and ticketing systems
• Basic understanding of scripting or development concepts, particularly in support of automation, APIs, and cloud-hosted services
• Familiarity with Python or Node.js for basic support, scripting, or troubleshooting tasks
• Ability to prioritise workload and manage incidents and requests effectively in a structured support environment
• Strong written and verbal communication skills
• Good collaboration skills and the ability to work effectively with both support and engineering teams
• Willingness to hold or undergo UK security clearance

Benefits

• Company bonus scheme
• Hybrid working with monthly team meetups at our London office based on The Strand
• Flexible working hours
• 25 days annual leave excluding bank holidays
• Proactive support for Military Reservists including 2 weeks paid leave
• Competitive pension scheme contributions
• Private health care as a benefit in kind
• Cycle to work and Tech scheme
• Employee death in service insurance