About this Cloud Network Engineer, Software Support role at Copeland
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.
