Cloud Application Support Engineer Fulton, MD

Kion |  Fulton, MD | Dev / Eng

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

Headquartered outside of Washington DC, Kion is a fast-growing, Series A-stage startup that develops the leading cloud enablement solution supporting Amazon Web Services (AWS), Microsoft Azure, and Google Cloud. Kion is trusted for making customers’ journey to the cloud more efficient, secure, and transparent. Are you the type of person who is eager to figure out how and why things work the way they do? Does the idea that something is not working as expected trigger an underlying passion to figure out how to solve it? If this describes you and you want to join a passionate team obsessed with customer satisfaction and helping to make the cloud easier for our customers, then Kion wants to meet you!

YOUR ROLE: 

The Cloud Application Support Engineer will play a critical role in achieving our mission to turn our customers into fans! As the first line of defense for new and existing customers to field product questions, incidents, and feature requests, your ability to understand customer problems and invoke a sense of assurance is critical to the core relationship we seek to achieve. As a critical contributor to the customer journey, you will be responsible for:

  • Hands-on, technical deep-dive troubleshooting with the customer in their AWS, Azure, and/or Google Cloud environment(s).
  • Tracking progress and updates throughout the support stages to ensure that tickets are followed through to completion, escalated appropriately, and the solution is documented.
  • Communicating a detailed understanding of the core problem to stakeholders.
  • Becoming a platform expert and evangelist — you will understand the core functionality of the platform and how customers desire to use it.

YOUR DAY-TO-DAY: 

  • Providing outstanding service to our wide array of users across our federal and commercial customer base.
  • Responding to and managing the day-to-day ticket queue via Zendesk, ensuring that Service Level Agreement (SLA) targets are being met and that customers are continuously updated on progress to restore full product functionality.
  • Collaborating with Design & Engineering, Technical Account Managers, and Delivery Managers to get an incident to resolution.
  • Owning feature requests or bug fixes based on direct customer feedback and interaction.
  • Contributing to and using knowledge base articles to help customers use self-service support mechanisms.

WHAT WE ARE EXPECTING FROM YOU (I.E., THE QUALIFICATIONS YOU MUST HAVE): 

  • Ability to develop a rapport and relationship with our customers to provide best-in-class customer service and responsiveness – we pride ourselves on this!
  • 2+ years directly supporting a cloud-based application, ideally in a B2B software setting.
  • Comfort on the Linux command line and MySQL database queries.
  • Experience with public cloud service providers like Amazon Web Services (AWS) CloudFormation, EC2, CloudWatch, and IAM or equivalent Microsoft Azure or Google Cloud services.
  • Strong written and verbal communication skills with a focus on being able to convey confidence and ease to customers.
  • BA/BS in Computer Science or relevant experience.

OUR WISH LIST (I.E., THE QUALIFICATIONS WE WOULD LIKE YOU TO HAVE): 

  • Experience or understanding of microservices-based architectures using Docker.
  • Experience across multiple cloud partitions like AWS GovCloud, C2S, SC2S, Microsoft Azure Government, and Azure Secret.
  • Experience with Kubernetes or the ECS Fargate or Azure Kubernetes Services.
  • Understanding of user identity and authentication protocols, specifically Active Directory and/or SAML/SSO.
  • Experience in a start-up environment.

WHAT WE WILL PROVIDE IN RETURN: 

  • Kion is a remote-first company. We offer a 100% remote work schedule (US only) as well as an in-office or hybrid schedule if you are local to the DC-Maryland-Virginia area.
  • Excellent compensation and amazing benefits, including top-of-the-line Blue Cross Blue Shield PPO healthcare coverage with ZERO deductibles. We pay for 100% of the employee AND dependent’s premium for medical, dental, and vision!
  • 3% of direct compensation contribution to your 401(k) (no match required).
  • Generous time off that includes holidays, sick, and flexible PTO options to allow staff to spend time with friends and family.
  • Monthly engagements to better connect with co-workers and talk about life outside of work.
  • A small-team collaborative environment that fosters communication and innovation.

At Kion, we are focused on making people’s lives in the cloud easier through innovative products built by passionate employees. We are looking to add talented, motivated people to our team to help achieve this mission through the engineering, support, and delivery of our revolutionary Kion cloud governance solution.

If you want to help organizations spend less time managing and governing their cloud, and more time using their cloud, you’ve come to the right place. Apply below and we’ll be in touch shortly!

Apply Now
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Health & Wellness
  • Dental Insurance
  • FSA
  • Health Insurance
  • Life Insurance
  • Long Term Disability
  • Short Term Disability
  • Vision Insurance
Other
  • Community Service Programs
  • Fully Remote Options
  • Hybrid Work Options
Parental Benefits
  • Family Medical Leave
  • Nursing Room
  • Parental Leave
Perks & Discounts
  • Casual Dress
  • Lunch Provided
  • Offsite Company Events
  • Snacks Provided
  • Special Discounts
Professional Development
  • Employee Recognition Programs
  • Training & Development Budget
  • Tuition Reimbursement
PTO/Flexibility
  • Commitment to Work/Life Harmony
  • Flexible Work Schedule
  • Paid Holidays
  • Paid Sick Days
  • PTO
Retirement & Stock Options Benefits
  • 401K
  • 401k with company contribution
  • Company Equity

What is the internal culture like at Kion?

Learning and on-the-job development are at the heart of the company’s approach. Employees are encouraged to expand on their existing skills and pursue new ones, almost always with direct help from a colleague. Mostly those skills are centered around tech, but it can be pretty unconventional, too — such as an employee-led cooking tutorial on how to make yogurt at home.

And while the company may not pay for you to attend a more formal yogurt-school, it does actively support professional development, from extra room to experiment with tools and features, to tuition reimbursement for outside education. And there’s always someone willing to jump in and help, whether by answering a question on Slack or serving as a mentor.

It’s that kind of support that’s created a culture that’s collegial while also driven, supportive while striving for excellence.

 

Tell us a little bit about the perks of working at Kion HQ.

You’ve already read about the camaraderie, the team spirit, and the shared passion for building something great. Additional perks include regular lunch-and-learns, the ability to explore any number of interests — everything from new developer skills to Slack channels for car-lovers, plant-lovers, carb-lovers, and more — and “Innovation Days” At these regular events, employees take a break from their work, and instead team up to develop something truly different, from a homemade smart-mirror to wall art to decorate HQ.

 

What makes working at Kion unique?.

Tara Urso, design team lead: “Everyone on the team really cares about the work that they’re doing and feels a sense of ownership over it. It’s evident in how they do their work. It’s not just about finding a solution, it’s about finding the best solution and going above and beyond and taking the time to really vet different avenues and arrive at the best possible solution. It speaks to people who are really passionate about what they do and not just check in and check out for the day.”

John Lynch, COO: “When we started this organization, we really wanted to be different and an employee-centric company. We didn’t want to approach it as ‘business owners;’ we all had this common vision that we wanted to have the best cloud governance and management solution out there, but to get there in an enjoyable way. So not just build an amazing product, but make it so everyone can build an amazing career. Ten, 20 years from now, when people look back at Kion, I would love it if everybody could think of it as the best job they ever had or the best work experience we ever had. If we can use that as the crux for making decisions, then we know we’re going in the right direction.”

 

What you look for in an employee:

The company values excellence and diversity: “We’re not looking for someone who’s a culture-fit but a culture-add: people who are going to bring new perspectives, new culture, and help us expand our culture and add to it,” COO John Lynch says. “This has helped us attract the great talent that we need, at first locally and, now, across the US as we’ve transitioned to a remote-first organization.”

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