Accountabilities:

Live Technical Support and Troubleshooting
Provide real-time technical support during instructor-led training sessions, resolving lab environment issues for instructors and learners while ensuring classes can continue smoothly.
Act as the primary point of contact for technical incidents affecting hands-on learning environments.
Investigate, reproduce, diagnose, and resolve reported lab failures, identifying whether issues originate from infrastructure configurations, technical templates, or user actions.
Escalate complex technical problems when necessary, providing clear documentation and detailed reproduction steps to facilitate resolution.
Maintain a professional, patient, and solution-oriented approach when supporting instructors and learners, particularly during time-sensitive situations.
Cloud Infrastructure and Lab Environment Management
Build, configure, and maintain quality assurance (QA) instances of new technical labs before they are deployed in training programmes.
Validate lab environments against course requirements and instructional design specifications, ensuring all exercises and configurations function as intended.
Manage and troubleshoot cloud environments across AWS, Microsoft Azure, or Google Cloud Platform.
Support cloud account and tenant administration, ensuring environments are properly configured and accessible.
Monitor the reliability and readiness of lab infrastructure to minimise disruptions during live training sessions.
Infrastructure Automation and AI-Assisted Development
Contribute to the transition from manual infrastructure provisioning towards Infrastructure as Code (IaC).
Develop, maintain, and test infrastructure templates using technologies such as AWS CloudFormation, Azure ARM templates, Bicep, or Google Cloud Deployment Manager.
Leverage AI-powered coding assistants, including Claude, ChatGPT, Gemini, and Microsoft 365 Copilot, to accelerate template development, debugging, testing, and technical documentation.
Apply AI-assisted development practices as part of daily technical workflows while maintaining high standards of quality, reliability, and security.
Use version control systems to manage infrastructure code, track changes, and support collaborative development.
Cross-Functional Collaboration and Documentation
Collaborate closely with courseware designers, QA specialists, and lab engineering teams to take technical learning environments from initial development through classroom delivery.
Coordinate with relevant stakeholders to identify recurring issues and implement long-term solutions.
Document common technical failures, troubleshooting procedures, and resolutions to prevent repeated incidents.
Maintain clear and accessible technical documentation to support knowledge sharing and operational consistency.
Report to the Tech Delivery and Operations Excellence Manager and support training programmes across time zones outside the Americas.

Requirements

Technical Experience and Cloud Expertise
At least 3 years of professional experience in technical operations, infrastructure engineering, or DevOps.
At least 3 years of hands-on experience implementing Infrastructure as Code using AWS CloudFormation, Azure Resource Manager (ARM), Azure Bicep, or Google Cloud Deployment Manager.
At least 3 years of practical experience working with AWS, Microsoft Azure, or Google Cloud Platform, including cloud tenant or account administration.
Strong understanding of cloud infrastructure, environment configuration, resource provisioning, and technical troubleshooting.
Experience building, maintaining, and validating technical environments, preferably for hands-on training or development purposes.
At least 3 years of experience using version control systems and tools such as Git.
At least 1 year of professional experience using AI coding assistants, such as Claude, ChatGPT, Gemini, or Microsoft 365 Copilot, for production-related technical work.
Technical Support and Problem-Solving Skills
At least 3 years of experience providing technical support to instructors, students, customers, or other users in live or time-sensitive environments.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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