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 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 nights shift 10pm-6am position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.

• 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