Engineer II - Cloud Support Engineer

About this role

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Skills you'll use

What you'll do

• Triage inbound tickets from application teams across Jira and ServiceNow against clear SLAs: own the ticket end-to-end if it's Tier 1 / Tier 2 scope, and escalate cleanly into the Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring), Platforms, Containers, and Delivery when it's not
• Fulfill account / IAM / access requests for the landing zone and actively turn the repeatable ones into self-service paths through the Account Factory for Terraform (AFT) and the private Terraform module library
• Execute and improve runbooks for known incident classes; pair with the Monitoring pod within Foundations to feed incident lessons back into durable monitoring and runbook improvements
• Support change-management execution: change-window participation, ServiceNow change-record discipline, and verification of changes against the affected accounts and workloads
• Embed agentic AI capabilities into the team's engineering practice (e.g., Cursor, Claude Code, Bedrock, MCP servers, agentic IaC and review workflows) and into the platform's self-service experience for internal customers
• Use agentic AI capabilities in your day-to-day support work: AI-assisted ticket triage and routing, conversational self-service for common account / IAM / access requests via MCP, runbook generation and lookup, and on-call copilots that summarize recent telemetry and chat during incidents
• Operate as a hands-on mid-level cloud engineer in the pod: spend the majority of your time in Terraform code, AWS console / CLI, design documents, peer code review, and incident response — execution and growth are the primary leverage points
• Personally participate in 24x7 on-call rotations as a primary responder for production incidents within the pod's scope; grow into senior responder framing over time with support from AVPs and VPs
• Consume the private Terraform module library and reference patterns to ship application-aligned infrastructure; raise small, well-scoped pull requests against shared modules and the Account Factory for Terraform (AFT) foundational base layer to improve what you use
• Partner with peer engineers, AVPs, and VPs across the Cloud Center of Excellence — the five CCOE teams (Foundations, Platforms, Containers, Support, Delivery) and the five Foundations pods (Security & Governance, FinOps, Functional Design Engineering & Strategy, Network Engineering, Monitoring) — to deliver pod outcomes; ask for help early and pass what you learn on to peers

Who can apply

• 3+ years of progressive technical experience in cloud infrastructure, platform engineering, or software engineering; Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent work experience)
• 1+ years of hands-on production AWS in a multi-account environment with hands-on production Terraform delivered through Terraform Cloud and GitHub Actions; comfort consuming a private Terraform module library and raising well-scoped pull requests against shared modules
• Demonstrated track record of owning meaningful, well-scoped engineering work end-to-end under senior guidance — design, implementation, code review participation, and follow-through
• Experience participating in 24x7 production on-call rotations as a primary responder in a fast-paced, security-conscious environment (financial services preferred)
• Hands-on experience working a production cloud operations or cloud support queue (Jira, ServiceNow, or comparable ITSM): ticket triage SLAs, runbook execution, account / IAM / access-request fulfillment, change-window participation, and primary on-call response

About LPL Financial

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