Cloud Support Engineer

• Diagnosing, resolving, and tracking complex support cases through ServiceNow, phone, and email channels; ensuring all incidents are properly documented and closed in accordance with SLAs
• 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
• Partnering 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
• Work Shift - This is for a day shift 6am-2pm position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.

Do you have experience in Linux administration?, Do you have a Associate's degree?, * Bachelor's degree in Computer Science, Information Systems, Engineering, Mathematics, or related discipline, + Four (4) years of additional relevant experience may be substituted for a bachelor's degree

• An associate's degree in computer science, Information Systems, Engineering, Mathematics, or related discipline and two (2) years of additional 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
• 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

Preferred Qualifications:

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

• Experience with ServiceNow ticketing, alerting, and incident response tools

• Experience with ServiceNow Customer Service Management (CSM) module

• Background 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

Clearance Requirements:

• An active/current TS/SCI with Polygraph is required for this position.

Physical Requirements:

• Must be able to remain in a stationary position 50%
• Needs to 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

3.93.9 out of 5 stars Full-time, Weekends, Rotating weekends Tysons, VA 22182