Cloud Support Engineer Nights

• 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 automed alerting systems; following established SOPs and runbooks for investigion and escalion
• Independently resolving technical issues reled to Linux and Kubernetes infrastructure with minimal supervision, escaling only when engineering support is required
• Partnering with product and backline engineers to reproduce issues, valide fixes, and enhance system stability and documention
• Identifying trends or repe 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 communicion during all incident phases
• Contributing to upding and refining documention, runbooks, and response procedures to continuously enhance service reliability and efficiency
• Work Shift - This is for a nights shift 10pm-6am position. Schedule to include but not limited to roting weekends th may be required. Schedule subject to change based on business need.

• Bachelor's degree in Computer Science, Informion Systems, Engineering, Mhemics, or reled discipline
• Educion Substitutions:

• Four (4) years of additional relevant experience may be substituted for a bachelor's degree
• An associe's degree in computer science, Informion Systems, Engineering, Mhemics, or reled 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 Foundion, CompTIA Network+, or CompTIA A+: each may substitute 1 year experience
• AWS Solutions Architect Associe, Azure Administror, 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 certificions: each may substitute 0.5 years' experience

• Experience in Linux system administrion (command-line management, networking, and service operions)
• Experience working in Kubernetes environments, including container management, basic cluster troubleshooting, and deployment verificion
• Experience with ticketing, alerting, and incident response tools
• Strong written and verbal communicion skills, with the ability to clearly articule technical issues to both technical and non-technical audiences
• Demonstred experience and ability to prioritize, manage, and resolve multiple incidents under pressure

Preferred Qualificions:

• 8140 Compliance (Combinion of technical degree or certificions 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 operions 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 integred environments

• Proficiency with Google Workspace or Microsoft Office collaborion tools

Clearance Requirements:

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

Physical Requirements:

• Must be able to remain in a stionary position 50%
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communices with co-workers, management, and customers, which may involve delivering presentions. Must be able to exchange accure informion in these situions