[Hiring] Cloud Operations Engineer I @Rhapsody

Role Description

We are seeking a motivated, detail-oriented Cloud Operations Engineer I to join Rhapsody’s Cloud Engineering and Operations team. This role is well suited for someone with one to two years of cloud operations experience or hands-on experience supporting Rhapsody products. The successful candidate will help operate and support our AWS-based SaaS environments, with a focus on availability, security, performance, customer service, and continuous improvement.

This is a remote role with occasional in-person meetings or team events. Participation in a scheduled on-call rotation, including occasional work outside standard business hours for planned maintenance or critical incidents.

At Rhapsody, we are an AI-first company, meaning we actively use and embrace artificial intelligence to enhance how we work, collaborate, and deliver. We expect our team members to be open to adopting AI tools in their roles, continuously exploring ways to work smarter, improve efficiency, and drive innovation while maintaining high standards of quality, security, and ethical responsibility.

Key Responsibilities

• Monitor and support AWS cloud infrastructure to maintain reliable, secure, and efficient operations.
• Work as part of the global Cloud Operations team to support Rhapsody’s cloud-based services and customer environments.
• Follow established runbooks, operational procedures, and change management practices.
• Participate in a 24x7 on-call rotation and respond to incidents in accordance with established service expectations.
• Assist with the deployment, configuration, maintenance, and validation of cloud-based applications and services, with a focus on Rhapsody products.
• Investigate, troubleshoot, and resolve issues affecting cloud infrastructure, applications, and customer environments.
• Perform routine system health checks, maintenance activities, and operational reviews.
• Communicate clearly with customers and internal teams during support requests, incidents, maintenance, and service restoration.
• Collaborate with Engineering, Support, Product, Security, and other teams to improve service reliability and operational readiness.
• Create and maintain accurate runbooks, technical documentation, and operational knowledge articles.
• Integrate AI tools into daily engineering workflows, using them by default to execute tasks (e.g., PRs, testing, debugging) and building reusable prompts and patterns tailored to their codebase.
• Improve efficiency and output quality over time by combining AI with real engineering signals and iterating on workflows to reduce rework and increase delivery speed.
• Continue developing knowledge of AWS, cloud operations, security practices, and Rhapsody products.

Qualifications

• One to two years of experience in cloud operations, infrastructure support, technical support, or a related role; AWS experience is preferred.
• One to two years of customer support or customer service experience in a technical environment.
• Basic understanding of cloud infrastructure concepts, including operating systems, networking, virtualization, scalability, security, and monitoring.
• Experience monitoring and troubleshooting cloud-based systems or applications.
• Strong problem-solving skills, attention to detail, and willingness to follow established processes.
• Clear written and verbal communication skills, with the ability to work effectively with customers and cross-functional teams.
• Ability to manage priorities and work effectively in a fast-paced, service-focused environment.
• Willingness and ability to participate in an on-call rotation and support incident response and scheduled maintenance.
• Ability to follow existing documentation and create or update runbooks as needed.

Preferred Qualifications

• Experience supporting customers with UK data protection, security, or healthcare connectivity requirements, including GDPR or HSCN considerations.
• AWS certification, such as AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate.
• Experience with DevOps, infrastructure automation, or operational tooling.
• Working knowledge of a scripting language, such as Python, PowerShell, or Bash.
• Experience with monitoring, alerting, incident management, or service management tools.
• Familiarity with Rhapsody products or healthcare integration environments.
• Interest in using automation and AI responsibly to improve operational quality and efficiency.

Benefits