• Support infrastructure that development teams use to own and operate their services at Mozilla. • Guide technical decision-making and adoption of user-centric solutions. • Create Claude skills and design agentic workflows that improve developer productivity • Guide team members and promote engineering standard methodologies, with a focus on usability and maintainability. • Facilitate cross-functional collaboration for efficient and cohesive platform delivery. • Write proposals and decision briefs for new policies, processes, and platform functionality. • Create new features for the platform with a meaningful value proposition • Be trusted to resolve unclear but urgent tasks.

• Support infrastructure that development teams use to own and operate their services at Mozilla. • Guide technical decision-making and adoption of user-centric solutions. • Create Claude skills and design agentic workflows that improve developer productivity • Guide team members and promote engineering standard methodologies, with a focus on usability and maintainability. • Facilitate cross-functional collaboration for efficient and cohesive platform delivery. • Write proposals and decision briefs for new policies, processes, and platform functionality. • Create new features for the platform with a meaningful value proposition • Be trusted to resolve unclear but urgent tasks.

• Take an active part in determining the roadmap for the Product Metrics team • Work closely within the team to deliver new features, iterate and improve them • Design, build, operate, and maintain business-critical petabyte-scale systems • Be responsible for the performance, reliability, availability and cost-efficiency of the Product Metrics systems • Mentor and support other team members, participate in design discussions and collaborate with the team • Be a part of on-call rotation and take ownership of the services you're running

Role Description We are looking for a skilled Cloud Services Support Analyst who is responsible for installation, configuration, administration, and maintenance of networks, and computer systems. Provide technical support and troubleshoot problems on Hosting customer’s systems as appropriate in a Microsoft Azure hosting environment. - Supporting/administering/maintaining all Hosting customer systems as appropriate (Microsoft Azure) - Supporting/administering/maintaining all Hosting customer backup/restore processes - Supporting/administering/maintaining Hosting infrastructure monitoring systems - Supporting/administering/maintaining all system security related issues - Maintaining iMIS knowledge to effectively support and upgrade Hosting customer’s iMIS systems as necessary - Azure Automation - User account administration for all Hosting customers - Azure SQL database management/administration activities for Hosting customers as necessary - SQL Managed Instance management/administration activities for Hosting customers as necessary - SQL Server database management/administration activities for Hosting customers as necessary - Upgrading iMIS implementation to latest release as necessary - Supporting ASI initiatives as necessary/required - Administering Hosting Issues Management queue as necessary - Participating in quarterly Departmental and Corporate BSC reviews - Managing attainment of personal BSC initiatives - Completing yearly professional development initiatives - Mentoring team members as necessary - Addressing Hosting Issues Management queue items in a timely fashion and close as required - Participating in Hosting On Call program - Performing other duties as assigned by Manager, Hosting Operations, Global Director of Technical Support or Senior Management Qualifications - 3-5 years of IT/Cloud experience delivering and supporting technology solutions - Microsoft Azure Administration - iMIS systems management experience - Good oral, written, analytical, and people skills - Ability to work independently in a fast-paced technology environment - Azure SQL administration skills - Azure Automation - Zendesk Ticketing system - Understanding of ASP .NET and related technologies - Understanding of IIS technologies - Understanding of virtualization technologies - Strong Microsoft operating system and applications knowledge - Basic iMIS knowledge - Some after hours and weekend work is required to support product upgrades and on call Hosting support Benefits - Generous Paid Time Off - Optional Private Medical Insurance - Wellness Benefits - Retirement Pension Plan - Opportunities for Professional Growth and Development - Volunteer Time Off - Study Leave - Flexible remote working