Cloud Network Engineer, Software Support

About the role

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead. Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! Job Description Main Duties: Customer Onboarding - Set up VPC, subnets, and security groups for new customers - Configure VPN tunnels to customer networks - Establish routing between customer on-prem and AWS hosted environment - Validate connectivity and handoff to application team DNS Management - Configure and maintain DNS records for hosted customer environments - Manage Route 53 hosted zones - Handle DNS changes for customer onboarding and offboarding - Troubleshoot DNS resolution issues VPN Tunnel Creation & Maintenance - Create site-to-site VPN connections between AWS and customer networks - Configure AWS Virtual Private Gateway and Customer Gateway settings - Coordinate with customer IT teams on tunnel parameters (IKE, IPsec settings) - Monitor tunnel health and troubleshoot connectivity drops - Handle tunnel re-keying and configuration updates Infrastructure (AWS VPC & Firewall) - Design and maintain VPC architecture for hosted environments - Configure and manage security groups (firewall rules) - Manage Network ACLs where applicable - Maintain EC2 instances and related compute resources - Handle infrastructure changes and expansions Network Routing A. Internal Routing - Configure route tables within AWS VPCs - Manage routing between subnets and availability zones - Handle inter-VPC routing if applicable B. VPN Routing - Configure routes for traffic destined to customer networks - Manage BGP or static routing with customer gateways - Troubleshoot routing asymmetry and path issues C. SNAT over VPN - Configure Source NAT for traffic traversing VPN tunnels - Handle IP address translation requirements when customer networks have overlapping ranges - Troubleshoot NAT-related connectivity issues D. Routing-Related Customer Support - Troubleshoot connectivity issues reported by customers - Diagnose network path problems (traceroute, packet captures) - Work with customer IT teams to resolve routing conflicts - Escalation point for network-layer issues Additional Functions: Performs other functions as may be deemed necessary and needed to deliver the output guided by the company's vision, mission and employee policies Provide support to internal and external customers through phone and email channels within the Service Level Agreement Meet timelines associated with the tasks in an on-time manner and within quality standards Log all activities regularly and accurately in customer support tool Educational Background: Bachelor's degree in Information Technology, Computer Engineering or equivalent from two-year college or technical school along with five years related experience and/or training, or equivalent combination of education and experience. Work Experience or Training: - Minimum 3 years working with AWS networking (VPC, VPN, Route 53) - Hands-on experience creating and troubleshooting site-to-site VPNs - Experience with SNAT/NAT configurations over VPN tunnels - Comfortable working directly with customer IT teams - Experience working with security teams on infrastructure compliance - Windows Server patching experience - CCNA or equivalent networking foundation is required - Cloud Networking or equivalent cloud networking is a plus Skills and Abilities: Technical Skills: - AWS Networking - VPC, subnets, route tables, security groups, NACLs, VGW, CGW - VPN - Site-to-site VPN, IKE/IPsec configuration, tunnel troubleshooting, SNAT/NAT over VPN - DNS - Route 53, DNS record types, TTL management, resolution troubleshooting - Routing - Static routing, BGP basics, route table design, asymmetric routing diagnosis - Firewalls - Security group rule design, least privilege access, troubleshooting blocked traffic - Network Troubleshooting - tcpdump/Wireshark, traceroute, connectivity debugging - Monitoring - Tools like DataDog, Solar Winds, Prometheus, PRTG Soft Skills: - Problem-solving mindset with attention to detail. - Clear, empathetic communication with both technical and non-technical audiences during maintenance, outages, and incident reports. - Coordination with external IT teams - Working seamlessly with developers, DevOps, IT, and internal security teams to align infrastru

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