Cloud Support Engineer

Responsibilities

• Diagnosing, resolving, and tracking complex support cases through ServiceNow, phone, and email channels
• Maintaining monitoring and triaging incidents triggered by automated alerting systems
• Following established SOPs and runbooks for investigation and escalation
• Independently resolving technical issues related to Linux and Kubernetes infrastructure with minimal supervision, escalating only when engineering support is required
• Partnership with product and backline engineers to reproduce issues, validate fixes, and enhance system stability and documentation
• Identifying trends or repeat incidents and providing structured feedback to engineering and process improvement teams
• Delivering high-touch, mission-critical support to government and enterprise customers; ensuring clear, timely, and professional communication during all incident phases
• Contributing to updating and refining documentation, runbooks, and response procedures to continuously enhance service reliability and efficiency

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Mathematics, or related discipline
• Four (4) years of relevant experience may be substituted for a bachelor’s degree
• An associate's degree and two (2) years of relevant experience may be substituted for a bachelor’s degree
• AWS Cloud Practitioner or Azure Fundamentals (AZ-900): each may substitute 0.5 years’ experience
• CompTIA Security+, ITIL Foundation, CompTIA Network+, or CompTIA A+: each may substitute 1 year experience
• AWS Solutions Architect Associate, Azure Administrator, Google Cloud Engineer, Cisco CCNA, CompTIA Linux+ Professional, Azure Solutions Architect (AZ-305), Google Professional Cloud Architect, or CISSP: each may substitute 2 years’ experience
• Other relevant certifications: each may substitute 0.5 years’ experience
• Experience in Linux system administration (command-line management, networking, and service operations)
• Experience working in Kubernetes environments, including container management, basic cluster troubleshooting, and deployment verification
• Experience with ticketing, alerting, and incident response tools

Qualifications

• 8140 Compliance (Combination of technical degree or certifications such as CompTIA Network+ CE, CompTIA A+ CE, CompTIA Security+ CE, CCNA Security, CND, etc)

Preferred Qualifications

• Experience with ServiceNow ticketing, alerting, and incident response tools
• Experience supporting IT operations or cloud service environments within DoD or Intelligence Community customers
• Familiarity with ITIL frameworks, incident lifecycle management, and enterprise support workflows
• Experience in hybrid or on-prem/cloud integrated environments
• Proficiency with Google Workspace or Microsoft Office collaboration tools
• Strong written and verbal communication skills, with the ability to clearly articulate technical issues to both technical and non-technical audiences
• Demonstrated experience and ability to prioritize, manage, and resolve multiple incidents under pressure

Physical Requirements

• Must be able to remain in a stationary position 50%
• Occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations
• Must be able to exchange accurate information in these situations