Cloud Developer and Customer Support Engineer

Job Number: R0241200

Cloud Developer and Customer Support Engineer

The Opportunity:
Would you like to implement innovative cloud computing solutions while directly supporting customers and helping them solve complex technical problems? Do you have a deep passion and desire to engineer and operate the company's advanced cloud computing infrastructure while providing exceptional customer support? This is an exciting opportunity to use the latest cloud computing technologies to help our customers supporting U.S. government agencies implement innovative cloud computing solutions, solve technical problems, and provide responsive and professional technical support.

The team is seeking a highly skilled and motivated cloud developer who combines strong technical development capabilities with excellent customer support skills. You should have a strong desire to build an operational excellence system, be adept at troubleshooting complex system solutions, have strong development skills, and understand Linux and Windows operating systems, networking fundamentals, and multiple AWS or Azure services. We need engineers who understand the big picture of PaaS infrastructure and can simplify solutions to complex problems, all the while ensuring that our tenants continue to have the best experience possible.

As a member of the team, you will serve as a technical point of contact, conducting troubleshooting sessions, and providing timely resolutions to technical issues. You'll balance proactive development work with reactive customer support, ensuring customers receive prompt, professional, and effective technical assistance. You will be expected to understand customer issues, identify root causes, and dive deep to troubleshoot and fix issues. As an engineer, you'll build monitoring capabilities to investigate anomalies in those metrics in a timely manner and address them before they escalate into major problems. You'll also create and maintain technical documentation, runbooks, and knowledge base articles to help customers and improve team efficiency.

This role requires a balance of independent development work and collaborative customer support in a fast-paced environment where customer satisfaction is a top priority. You'll need flexibility to handle urgent customer issues while maintaining progress on development projects. Due to the nature of work performed within this facility, U.S. citizenship is required.

What You'll Work On:

• Contribute to automation and infrastructure improvements based on customer feedback and support patterns.

• Implement automation and IaC practices to streamline deployments, provisioning, and configuration management.

• Evaluate and recommend cloud services, tools, and technologies to improve efficiency and enhance system capabilities.

• Develop and maintain cloud infrastructure solutions using AWS, Azure, or GCP services.

• Respond to customer support tickets and technical inquiries within defined SLAs.

• Troubleshoot and resolve customer-reported issues, from simple configuration problems to complex system failures.

• Collaborate with customers to understand their requirements and provide technical guidance.

• Create and maintain technical documentation, runbooks, and knowledge base articles.

• Monitor system health and proactively identify potential issues before they impact customers.

• Participate in on-call rotation for critical customer support escalations.

Join us. The world can't wait.

You Have:

• 3+ years of experience with Python and leveraging multiple services to build complex solutions with AWS or Azure

• 2+ years of experience in customer-facing technical support or customer success roles

• Experience with AWS or Azure services, Git, and IT systems engineering or administration, including Linux and Windows

• Experience implementing automation and IaC practices to streamline deployments, provisioning, and configuration management

• Experience evaluating and recommending cloud services, tools, and technologies to improve efficiency and enhance system capabilities, documenting solutions, creating knowledge base articles, and maintaining customer-facing documentation

• Experience with incident management, escalation procedures, SLA adherence, and customer support tools, including ticketing systems such as ServiceNow, Zendesk, or Jira Service Management

• Knowledge of multi-account or multi-tenant architecture

• Ability to manage multiple customer support cases simultaneously while maintaining high service quality, explain technical concepts to both technical and non-technical stakeholders, and remain calm and professional under pressure

• Bachelor's degree

• Certified AWS Solutions Architect or DevOps Engineer Certification

Nice If You Have:

• Experience writing in IaC tools, such as AWS CloudFormation or Terraform

• Experience with NIST standards, CI/CD, Agile or Scrum frameworks and practices, and containerization technologies such as Docker

• Experience with customer support metrics and KPIs, including response time, resolution time, and customer satisfaction

• Experience with remote support tools, screen-sharing platforms, customer onboarding, and technical enablement

• Experience creating and delivering technical training or documentation for end users

• Knowledge of ITIL or similar IT service management frameworks

• Knowledge of Confluence, Jira, and Microsoft Office suite

• Possession of excellent verbal and written communication skills

• Possession of excellent problem-solving skills

• ITIL Foundation Certification and Certified AWS Security or Advanced Networking Specialty Certification

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen's total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided .

Work Model
Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote : If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.

• Hybrid : If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.

• Onsite : If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.