Location: Remote, must be open to working on call one full week after hours per month
Travel: <10%, required to attend workshops and/or onsite meetings
Department: Complex Software Solutions
Why Join Omnicell?
We are looking for a Cloud Support Engineer to join our Complex Software Solutions team, where you’ll work across Engineering, Product, Technical Support, Field Service, Security, and NOC/Command Center teams to keep Omnicell’s cloud-connected products reliable, secure, and supportable. This is an opportunity to solve high-impact technical problems across cloud infrastructure, on-premise and IoT-connected systems, and hospital environments while helping shape support readiness, observability, and serviceability for new cloud capabilities.
Key Responsibilities
As a Cloud Support Engineer, you will:
Primary Impact – Improve the reliability, performance, and supportability of Omnicell’s Cloud Platform and connected product infrastructure so customers can operate critical systems with confidence.
Serve as a cloud platform subject matter expert for onboarding, installation, upgrades, configuration, and ongoing support of cloud-connected Omnicell systems.
Own complex escalations and lead technical bridges for high-severity incidents, driving root-cause analysis, workarounds, and clear communication with internal teams and customers.
Correlate logs, metrics, and traces across Kubernetes services, Kafka, databases, edge devices, and hospital networks to isolate and resolve complex issues quickly.
Strengthen fleet health and observability by contributing to dashboards, command-center views, automation, and defect backlog improvements that reduce recurring issues and downtime.
Partner cross-functionally with Engineering, Product, Security, Field Service, Technical Support, and NOC/Command Center teams to improve end-to-end supportability of cloud and hybrid deployments.
Author technical documentation, runbooks, diagrams, and knowledge articles, and help mentor Support and Field teams on cloud troubleshooting best practices.
Minimum Qualifications
5+ years of systems or cloud engineering/support experience in a technology, systems, or medical device environment
3+ years of hands-on experience supporting cloud or as-a-Service platforms and architectures in a software or systems engineering role
Strong troubleshooting skills across cloud orchestration services, Kubernetes, Kafka, microservices, and core cloud concepts including compute, networking, storage, and security in AWS and/or Azure
Solid experience with TCP/IP networking, LAN/WAN, VPN, firewalls, and security appliances, plus Linux and Windows Server administration and OS-level troubleshooting
Strong SQL and diagnostic skills across relational databases such as PostgreSQL and SQL Server, with scripting experience in Python, Bash, PowerShell, or similar tools
Ability to independently manage escalations, analyze logs and telemetry across systems, and communicate clearly with customers and internal stakeholders under pressure
Preferred Qualifications
Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent experience
Industry certifications in networking, security, or cloud technologies such as AWS, Azure, Cisco, or CompTIA
Experience with observability and support tooling such as Signoz, AKHQ, CloudWatch, Sentry, ClickHouse, Slack, Jira, and Microsoft Office
Experience supporting healthcare, hospital, medical device, or other highly regulated customer environments
Experience contributing to automation, serviceability, support readiness, or beta-program enablement for cloud-connected products
How You'll Elevate at Omnicell
At Omnicell, success isn’t just about what you achieve—it’s about how you achieve it. We embed Elevate Behaviors in everything we do. As a Cloud Support Engineer, you will:
Collaborate – Build strong partnerships across Engineering, Product, Support, Security, and Field teams to solve complex customer issues and improve end-to-end supportability.
Inspire – Bring calm, credible technical leadership during incidents and customer engagements, especially when rapid coordination and clear communication are critical.
Develop – Continuously deepen expertise in cloud infrastructure, observability, security, and product behavior while helping Support and Field teams grow their troubleshooting capabilities.
Execute – Take ownership of escalations, prioritize effectively, and deliver timely resolutions, follow-through, and documentation.
Impact – Use patterns from incidents, telemetry, and customer feedback to drive automation, observability, and product improvements that reduce downtime and improve customer outcomes.