Cloud Support Engineer

About the role

The Cloud Support Engineer provides advanced remote technical support for Cloud@Work clients across hosted desktop, server, network, identity, backup, and application-adjacent infrastructure. This role is hands-on, escalation-oriented, and accountable for restoring service quickly while documenting root cause, corrective actions, and follow-up recommendations in ConnectWise Manage.

Job Responsibilities

• Triage, troubleshoot, and resolve escalated support incidents across Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, Microsoft 365, virtualization, VPN, firewall, printing, and endpoint access issues.
• Perform structured remote diagnosis, including log review, service validation, event correlation, connectivity testing, user/session analysis, and change impact review.
• Support hosted application environments, including IIS/SMTP dependencies, SSL certificate management, database connectivity, and application access workflows.
• Administer and support cloud and virtualization platforms, including VMware vSphere/ESXi/vCloud and private cloud infrastructure; Azure and AWS exposure preferred.
• Investigate backup, replication, restore, and disaster recovery issues; validate recovery points and escalate risks when data protection gaps are identified.
• Manage secure remote access technologies, including VPN, RDWeb/RDS, firewall rules, access controls, MFA-adjacent workflows, and user connectivity issues.
• Document troubleshooting steps, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage with enough detail for repeatability and auditability.
• Use MSP toolsets such as ConnectWise Manage, ConnectWise Automate, ConnectWise Control, IT Glue, monitoring tools, and client documentation platforms to drive consistent service delivery.
• Collaborate with Onboarding Engineers, Support Engineers, Service Delivery leadership, and project teams to transition new clients, reduce recurring issues, and improve support readiness.
• Participate in on-call rotation and after-hours incident response when required.

Job Requirements

• 3+ years of experience in help desk, managed services, systems administration, cloud operations, or a comparable technical support environment.
• Demonstrated ability to resolve complex technical issues independently while knowing when to escalate with clear evidence and recommended next steps.
• Experience supporting IaaS in private cloud environments; public cloud exposure, especially Azure, is preferred.
• Strong written documentation habits, including clear technical notes, client-facing summaries, root cause findings, and knowledge-base contributions.
• Microsoft certifications, VMware/VCP certification, Azure certifications, or equivalent hands-on experience are preferred.

Customer Requirements

• This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

Core Competencies

• Client Champion: Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.
• Problem Solver: Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper: Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator: Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur: Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach: Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.

Compensation and Benefits

• Base salary range: $80,000 to $95,000.
• This position is also eligible for a bonus in accordance with the terms of the Company's plan.
• Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary.
• Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.
• Benefits We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: Health and Welfare (Medical, Dental, Vision), Accident, Critical Illness, and Hospital Indemnity Employee Assistance Program (EAP), Life and AD&D Insurance, Short- and Long-Term Disability Insurance, Flexible Spending Accounts, Transportation and Parking Accounts, Health Savings Accounts (with company contribution), Retirement Planning (401k with matching contribution), Legal Benefits, Identity Theft Protection, Pet Insurance, Wellness Program Offerings, Paid Time Off, accrued per pay period based on years of service starting at 15 days annually. 8 Paid Holidays per year, including 1 floating holiday.

EEO/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.