Cloud Support Engineer

HCLTech is looking for a highly talented and self- motivated Cloud Support Engineer to join it in advancing the technological world through innovation and creativity.

Job Title: Cloud Support Engineer

Position Type: Full-time

Location: El paso, TX/Remote

Role/Responsibilities

• Primary Impact – Improve the reliability, performance, and supportability of Omnicell’s Cloud Platform and connected product infrastructure so customers can operate critical systems with confidence.
• Serve as a cloud platform subject matter expert for onboarding, installation, upgrades, configuration, and ongoing support of cloud-connected Omnicell systems.
• Own complex escalations and lead technical bridges for high-severity incidents, driving root-cause analysis, workarounds, and clear communication with internal teams and customers.
• Correlate logs, metrics, and traces across Kubernetes services, Kafka, databases, edge devices, and hospital networks to isolate and resolve complex issues quickly.
• Strengthen fleet health and observability by contributing to dashboards, command center views, automation, and defect backlog improvements that reduce recurring issues and downtime.
• Partner cross-functionally with Engineering, Product, Security, Field Service, Technical Support, and NOC/Command Center teams to improve end-to-end supportability of cloud and hybrid deployments.
• Author technical documentation, runbooks, diagrams, and knowledge articles, and help mentor Support and Field teams on cloud troubleshooting best practices.

Qualifications & Experience

Minimum Requirements

• 5+ years of systems or cloud engineering/support experience in a technology, systems, or medical device environment.
• 3+ years of hands-on experience supporting cloud or as-a-Service platforms and architectures in a software or systems engineering role.
• Strong troubleshooting skills across cloud orchestration services, Kubernetes, Kafka, microservices, and core cloud concepts including compute, networking, storage, and security in AWS and/or Azure.
• Solid experience with TCP/IP networking, LAN/WAN, VPN, firewalls, and security appliances, plus Linux and Windows Server administration and OS-level troubleshooting.
• Strong SQL and diagnostic skills across relational databases such as PostgreSQL and SQL Server, with scripting experience in Python, Bash, PowerShell, or similar tools.
• Ability to independently manage escalations, analyze logs and telemetry across systems, and communicate clearly with customers and internal stakeholders under pressure.

Desired Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent experience.
• Industry certifications in networking, security, or cloud technologies such as AWS, Azure, Cisco, or CompTIA.
• Experience with observability and support tooling such as Signoz, AKHQ, CloudWatch, Sentry, ClickHouse, Slack, Jira, and Microsoft Office.
• Experience supporting healthcare, hospital, medical device, or other highly regulated customer environments.
• Experience contributing to automation, serviceability, support readiness, or beta program enablement for cloud-connected products.

Pay and Benefits

Pay Range Minimum: $34.00 per hour

Pay Range Maximum: $36.00 per hour

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to ***email_hidden*** for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.