Cloud Support Engineer
$63,300–$129,700 year
Remote · United States or Hanover, Maryland, United States
Job Summary
Tier 1/2 Cloud Support Engineer provides end-user support for Enterprise Cloud Solutions during East Coast business hours; handles routine service requests (password resets, provisioning) and escalates to resolve AWS Workspaces connectivity, IAM/IDAM, and VPN issues; performs initial cloud networking diagnostics and contributes to knowledge base; collaborates with senior cloud engineers and operations staff to resolve multi-tier incidents; emphasizes clear communication and documentation to support customers with varying levels of technical proficiency.
Required Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience
- 3+ years of experience in a help desk, IT support, or cloud support role (Tier 1 or Tier 2)
- Availability to work East Coast business hours (9:00 AM – 5:00 PM ET window)
- Experience supporting end-users via phone, email, and IM-based ticketing platforms
- Familiarity with cloud environments, particularly AWS (e.g., EC2, VPC, IAM, AWS Workspaces)
- Working knowledge of identity and access management concepts and tools (e.g., Okta, Active Directory, SSO, MFA)
- Experience with VPN client support and basic network connectivity troubleshooting
- Strong written and verbal communication skills
- Ability to clearly document issues, steps taken, and resolutions in a ticketing system
- Ability to multitask across phone, IM, and email support channels in an environment with SLAs
- Experience administering Linux/Unix and Windows systems, including common tasks such as user management, file permissions, service configuration, and log review
- Ability to perform basic infrastructure and systems administration tasks in support of a managed cloud environment
- The desire and ability to learn new technologies and tools
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