L2 Cloud Support Engineer [Platform Support],



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Project Description

Luxoft is looking to hire L2 Cloud Support Engineer for SaaS (FCI) product offering, aimed at financial services organizations. Level 2 team handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle.

The matter of the project is to integrate and production client(s) in-house infrastructure/existing applications with fraud detection SaaS platform run by service provider hosted in the cloud.


    • Working with Level 1 support to identify problems raised by customers and advising on the solution
    • Monitoring and triage JIRA board, fielding support tickets as they come in
    • Investigating these tickets to establish whether the problem is caused by mis-configuration of the system, bad data or a bug in the code
    • Reproducing issues raised and troubleshooting with the development team when needed to escalate further
    • Identifying any data issues and resolving them through creation and execution of similar scenarios
    • Collaborating with the development team (L3) by providing any support they require for fixing issues
    • Updating FAQs and documentation so team members can try to fix problems themselves
    • Set up new users' accounts in the Software when requested and provide necessary permissions
    • Analysing issues to spot common trends and underlying problems
    • Deploy, automate, maintain and manage IBM (or AWS) cloud based system, to ensure the availability, performance, scalability and security of our systems
    • Build automated deployments using configuration management technology
    • Troubleshoot and resolve errors in the existing information systems
    • Recommend solutions for enhancing performance by identifying the most practical alternative solutions and assisting with modifications


Must have

    • Must have Cloud (IBM, AWS etc) support experience (ideally 3+ years)
    • Hands on experience in supporting Cloud environment and service improvements.
    • Knowledge of automation practices (DevOps).
    • Knowledge of ITIL best practices.
    • Managing production infrastructure with various tools
    • IT Industry qualifications from major vendors
    • Experience with support stack and ticket workflows (ticketing systems like Jira Service Manager or Service Now or equivalent, CMDB systems, alerting systems, wiki systems like confluence, etc)
    • Experience with production and support stack. Ours is made of Grafana, Kibana, Elastic Search
    • Experience with monitoring.
    • Cloud experience, ideally public clouds, like IBM Public Cloud or AWS
    • Experience handling virtualization, containers, dockers, micro-services based architecture,
    • Experience with network concepts (VPN, IP routing, NAT, load balancing, proxy and reverse proxy, etc)
    • Able to manipulate SQL and no-SQL databases and indexation systems (e.g. Elastic Search).
    • Ability to understand complex scripts in python and to write simple ones
    • Ability to understand scripts and environments made using automation technologies (Terraform, Ansible, etc)
    • Familiar with CI/CD tools like: Jenkins, CircleCI, Bitbucket pipeline, or similar.
    • Cloud relevant certifications.
    • Ability to become part of a global distributed team. Ability to align to a global and common vision.
    • Quality-oriented. Careful not to break anything used in production. Careful not to break other's contributions.
    • Team player. Ability to contribute in an autonomous way. Pro-active, problem solver. Respectful of other's contributions.
    • Fluent in English.
    • Keen to work in an Agile environment.
    • Keen to participate to on-duty shifts.

Nice to have



English: B2 Upper Intermediate



Relocation package

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Vacancy Specialization

Technical Support (SL2)

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