Engineer I - Cloud Support Engineer

Job Overview:

Responsibilities:

• Triage inbound tickets from application teams across Jira and ServiceNow against clear SLAs under guidance: own well-scoped Tier 1 requests end-to-end and escalate cleanly to Engineer 2s, AVPs, and the VP, Support when work is beyond your current scope
• Fulfill well-scoped account / IAM / access requests using the Account Factory for Terraform (AFT) and the private Terraform module library, following established runbooks
• Execute runbooks for known incident classes and help keep them accurate; partner with the Monitoring pod within Foundations to capture what you learn
• Support change-management execution: change-window participation and ServiceNow change-record discipline under senior review
• Embed agentic AI capabilities into the team's engineering practice (e.g., Cursor, Claude Code, Bedrock, MCP servers, agentic IaC and review workflows) and into the platform's self-service experience for internal customers
• Use agentic AI capabilities in your day-to-day support work: AI-assisted ticket triage, runbook lookup and generation, MCP-driven self-service for common account / IAM / access requests, and on-call copilots that summarize telemetry during incidents
• Operate as a hands-on entry-level cloud engineer under close guidance: spend the majority of your time on well-scoped Terraform changes, AWS console / CLI tasks, ticket and runbook execution, and shadowing incident response — building core cloud skills is the primary focus
• Participate in 24x7 on-call rotations as a supported first-line responder, following runbooks and escalating early to Engineer 2s, AVPs, and VPs
• Consume the private Terraform module library and reference patterns to ship small, well-scoped changes; raise focused pull requests that a senior engineer reviews before merge
• Partner with peer engineers, AVPs, and VPs across the Cloud Center of Excellence — the five CCOE teams (Foundations, Platforms, Containers, Support, Delivery) and the five Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring) — to deliver pod outcomes; ask for help early and write down what you learn
• Apply the AWS Well-Architected Framework to the work you touch under senior guidance
• Participate fully in Agile / Scrum ceremonies (sprint planning, standups, backlog grooming, retrospectives) with the pod's embedded Scrum Master
• Pursue and maintain the Engineer 1 certification path per the CCOE certification matrix — AWS Certified Cloud Practitioner, HashiCorp Certified: Terraform Associate (004), and Kubernetes and Cloud Native Associate (KCNA) — progressing toward Engineer 2 over time
• We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.

What are we looking for?

Requirements:

• 1+ years of technical experience in cloud, infrastructure, or software engineering (internship / co-op / bootcamp experience counts); Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent work experience)
• Foundational AWS exposure and a demonstrated willingness to learn Terraform in a private module ecosystem delivered through Terraform Cloud and GitHub Actions
• Demonstrated ability to complete well-scoped technical tasks under guidance, with reliable follow-through and a strong learning mindset
• Willingness to participate in 24x7 production on-call rotations as a supported first-line responder in a fast-paced, security-conscious environment (financial services preferred)
• Familiarity with an ITSM / ticketing workflow (Jira, ServiceNow, or comparable) and a strong customer-service orientation toward application teams
• Strong growth mindset — actively pursues the Engineer 1 certifications in the CCOE certification matrix and treats every ticket and incident as a learning loop
• Highly coachable; acts on feedback and improves quickly
• Asks for help early rather than struggling alone, and documents what they learn for the next engineer
• Reliable, careful execution on well-scoped work
• Continuous learner in cloud-native, IaC, and applied AI
• Builds trusting relationships with peer engineers across the US and India / GCC
• Clear written and verbal communication in tickets and pull requests
• On the Engineer 1 certification path per the CCOE certification matrix: AWS Certified Cloud Practitioner
• On the Engineer 1 certification path per the CCOE certification matrix: HashiCorp Certified: Terraform Associate (004)
• On the Engineer 1 certification path per the CCOE certification matrix: Kubernetes and Cloud Native Associate (KCNA)
• Exposure to agentic AI / GenAI tooling (Cursor, Claude Code, Copilot, Bedrock, MCP) in day-to-day work
• Scripting exposure in Python, Bash, or PowerShell
• Experience working with globally distributed teams across the US and India / GCC
• LPL Global Business Services, LLP - PRIVACY POLICY

Core Competencies:

Preferences:

Preferred Qualifications

• Willingness to participate in 24x7 production on-call rotations as a supported first-line responder in a fast-paced, security-conscious environment (financial services preferred)