Cloud Network Engineer, Software Support

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

Job Description

Main Duties:

Customer Onboarding

Set up VPC, subnets, and security groups for new customers

Configure VPN tunnels to customer networks

Establish routing between customer on-prem and AWS hosted environment

Validate connectivity and handoff to application team

DNS Management

Configure and maintain DNS records for hosted customer environments

Manage Route 53 hosted zones

Handle DNS changes for customer onboarding and offboarding

Troubleshoot DNS resolution issues

VPN Tunnel Creation & Maintenance

Create site-to-site VPN connections between AWS and customer networks

Configure AWS Virtual Private Gateway and Customer Gateway settings

Coordinate with customer IT teams on tunnel parameters (IKE, IPsec settings)

Monitor tunnel health and troubleshoot connectivity drops

Handle tunnel re-keying and configuration updates

Infrastructure (AWS VPC & Firewall)

Design and maintain VPC architecture for hosted environments

Configure and manage security groups (firewall rules)

Manage Network ACLs where applicable

Maintain EC2 instances and related compute resources

Handle infrastructure changes and expansions

Network Routing

A. Internal Routing

Configure route tables within AWS VPCs

Manage routing between subnets and availability zones

Handle inter-VPC routing if applicable

B. VPN Routing

Configure routes for traffic destined to customer networks

Manage BGP or static routing with customer gateways

Troubleshoot routing asymmetry and path issues

C. SNAT over VPN

Configure Source NAT for traffic traversing VPN tunnels

Handle IP address translation requirements when customer networks have overlapping ranges

Troubleshoot NAT-related connectivity issues

D. Routing-Related Customer Support

Troubleshoot connectivity issues reported by customers

Diagnose network path problems (traceroute, packet captures)

Work with customer IT teams to resolve routing conflicts

Escalation point for network-layer issues

Additional Functions:

• Performs other functions as may be deemed necessary and needed to deliver the output guided by the company's vision, mission and employee policies
• Provide support to internal and external customers through phone and email channels within the Service Level Agreement
• Meet timelines associated with the tasks in an on-time manner and within quality standards
• Log all activities regularly and accurately in customer support tool

Educational Background:

• Bachelor's degree in Information Technology, Computer Engineering or equivalent from two-year college or technical school along with five years related experience and/or training, or equivalent combination of education and experience.

Work Experience or Training:

Minimum 3 years working with AWS networking (VPC, VPN, Route 53)

Hands-on experience creating and troubleshooting site-to-site VPNs

Experience with SNAT/NAT configurations over VPN tunnels

Comfortable working directly with customer IT teams

Experience working with security teams on infrastructure compliance

Windows Server patching experience

CCNA or equivalent networking foundation is required

Cloud Networking or equivalent cloud networking is a plus

Skills and Abilities:

Technical Skills:

AWS Networking - VPC, subnets, route tables, security groups, NACLs, VGW, CGW

VPN - Site-to-site VPN, IKE/IPsec configuration, tunnel troubleshooting, SNAT/NAT over VPN

DNS - Route 53, DNS record types, TTL management, resolution troubleshooting

Routing - Static routing, BGP basics, route table design, asymmetric routing diagnosis

Firewalls - Security group rule design, least privilege access, troubleshooting blocked traffic

Network Troubleshooting - tcpdump/Wireshark, traceroute, connectivity debugging

Monitoring - Tools like DataDog, Solar Winds, Prometheus, PRTG

Soft Skills:

Problem-solving mindset with attention to detail.

Clear, empathetic communication with both technical and non-technical audiences during maintenance, outages, and incident reports.

Coordination with external IT teams

Working seamlessly with developers, DevOps, IT, and internal security teams to align infrastructure with business needs.

Maintaining accurate records of configurations, changes, and incident summaries.

Communicating effectively during outages, handling incident response calmly, and ensuring timely resolution.

Providing technical leadership, mentoring peers, and promoting cloud best practices.

Thriving in fast-paced, agile environments with evolving priorities.

Other Work Conditions:

Willing to work on shifting operations which may include weekends with scheduled days off, to support the assigned business and customers

Must be able to provide "on-call" support on weekends or off-hours to address critical issues.

Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands

Competency Profile:

Customer Focus

Action Oriented

Drives Results

Collaborates

Plans and aligns

Analysis/Problem Solving

Judgement/Decision making

Flexibility and Adaptability

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.