Dell Saas / Cloud Application Support Engineer in Bedford, Massachusetts

Responsibilities :

  • Provide application support for multiple mission-critical applications in SaaS and cloud environments

  • Become a subject matter expert in supported applications functionality

  • Troubleshoots and resolves application, instance, and/or system issues

  • Works hours as required to meet operational objectives

  • Develop, implement, document, and execute standard operations procedures

  • Improve and implement proactive monitoring

  • Take part in SaaS Operations technical activities related to supporting, deploying and adopting new products and services

  • Provide technical expertise and advocacy around how solution should be implemented in production from SaaS Operations POV

  • Demonstrate ability to work on several concurrent projects involving multiple stakeholders executing in a matrix environment

  • Integrate technologies, processes, tools, and methodologies to mature SaaS Operations services (procedures, application management tools, monitoring and more)

  • Communicate deployment and production related activities internally and externally when appropriate

  • Participate in an on-call rotations to provide coverage during off business hours

  • Coordinate closely on activities, issues, requirements, progress, status, etc. internally (in SaaS) , customer management, program management, Engineering, DevOps , QE teams and external service providers

Technical Knowledge :


  • At least 3 years of experience in an enterprise application support in Hosted and / or cloud environments

  • At least 1 years of UNIX / Linux hands-on experience

  • At least 1 years of Experience in managing / supporting cloud solutions

  • Applicative Oracle and SQL Server DBA skills including a DB schema understanding; a sql queries writing, tuning, and execution

  • Experience with monitoring tools usage and configuration (Zabbix, Solarwinds, Dynatrace)

  • Programming & scripting experience (PERL/KSH/PowerShell etc.)

  • Knowledge in network services (DNS, DHCP, NFS, SMTP, SSH) and networking equipment configuration (Routers, Switches, Load balancers etc.)

  • Certificates, key management, and SSL/TLS crypto suite fundamentals


  • Experience with Cassandra

  • Experience with Reporting and Analytics tools (Elasticsearch/Logtash, Tableau)

  • Experience in E-Commerce systems architecture and operations

Soft Skills:

  • Strong English skills (spoken and written)

  • Ability to interface with business and technical management

  • Experience in working in a mission critical environments

  • Experience in working with customers

  • Ability to work well under pressure within a technically challenging environment

  • Excellent problem solving, logical, and analytical abilities

  • Understanding of change management, App Support and Tech Support services

  • Available for On-call after-hours support

  • Strong commitment to organizational work ethics

  • Well Organized