Cloud Support Specialist - Evening Shift - Tysons

We are actively seeking a driven, career-oriented Cloud Support Engineer to join our team in Tysons, VA. The Cloud Support Engineer will play an integral role in our global team, providing 24/7 support to ensure our customers can effectively operate their hybrid on-premises cloud infrastructure. In this position, you'll troubleshoot technical issues through a combination of debugging, networking, system administration, documentation updates, and, when necessary, coding or scripting.

Clearance Requirements:

- An active TS/SCI with Polygraph.

Physical Requirements:

- Must be able to remain in a stationary position for 50% of the time.
- Occasionally move about the office to access file cabinets, office machinery, etc.
- Frequently communicate with co-workers, management, and customers.

- An Associate's degree in computer science or a related field (2 years of relevant professional experience may substitute for a degree) along with 1+ years of relevant professional experience.
- In lieu of education and experience, the following certifications may substitute as follows:
- AWS Cloud Practitioner or Azure Fundamentals (AZ-900) can substitute for 0.5 years of experience.
- CompTIA Security+, ITIL Foundation, CompTIA Network+, or CompTIA A+ can substitute for 1 year of 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 Certified Information Systems Security Professional (CISSP) can substitute for 2 years of experience.
- A basic understanding of networking and cloud technologies.
- Working knowledge of operating systems: UNIX/Linux or Windows.
- Familiarity with any customer service ticketing system.
- Ability to read runbooks and playbooks and provide meaningful summaries to customers.
- Proficiency in Google Workspace tools (Docs, Sheets, and Slides).

- Serve as the first point of contact for all customer service requests, answering phones, responding to chats, and addressing emails with a customer-first attitude.
- Maintain response and resolution times as defined by Service Level Objectives (SLOs).
- Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases.
- Possess thorough knowledge of the product and utilize runbooks and playbooks to deliver meaningful resolutions to customers.
- Provide in-depth assistance to our highest-tier customers, developing a strong understanding of their most pressing issues and advocating for those concerns with engineers and program managers.
- This role requires working an evening shift from 2 PM to 10 PM, including a rotating weekend schedule that may be required, with the timetable subject to change based on business needs.