Cloud Support Engineer

CACI is seeking a Tier 1 / Tier 2 Cloud Support Engineer to support our Enterprise Cloud Solutions customers. This role operates during East Coast business hours and serves as the frontline point of contact for end-user support via phone, instant messaging, and email. You will work alongside a collaborative team of cloud professionals to ensure our customers experience minimal disruption and receive timely, high-quality assistance.

Day-to-day responsibilities range from handling routine service requests - such as password resets, access provisioning, and AWS Workspace troubleshooting - to progressively more complex tasks including cloud networking diagnostics, identity and access management issues, and VPN support. This is an excellent opportunity for a motivated support professional to grow their cloud skills in a structured, mission-focused environment., * Serve as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hours

• Handle routine service requests including password resets, permissions/access requests, and account provisioning
• Troubleshoot and resolve issues with AWS Workspaces, including connectivity, performance, and configuration problems
• Escalate and track complex incidents using the team’s ticketing system, ensuring accurate documentation and timely follow-up
• Assist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problems
• Support VPN-related inquiries and connectivity issues (i.e. AppGate) for remote end-users
• Perform initial cloud networking diagnostics and assist with escalations related to routing, DNS, and firewall access
• Document recurring issues and contribute to the internal knowledge base to reduce repeat ticket volume
• Collaborate with senior cloud engineers and operations staff to resolve complex or multi-tier incidents
• Communicate clearly and professionally with end-users at varying levels of technical proficiency
• Participate in team standups and contribute to continuous improvement of support processes

Do you have experience in Windows?, Do you have a Associate’s degree?, * 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 with a customer-first mindset
• 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

Desired:

• Experience with AppGate or similar software-defined perimeter / ZTNA VPN solutions
• Hands-on experience with AWS Workspaces administration and troubleshooting
• Familiarity with cloud networking concepts such as VPC routing, security groups, DNS, and firewall rules
• Experience with Okta administration including user lifecycle management, MFA configuration, and SSO integrations
• Exposure to ITSM / ticketing platforms such as Zendesk, ServiceNow, Jira Service Management, or similar
• Familiarity with Docker and containerized workloads, including basic container lifecycle management and troubleshooting
• CompTIA A+, Network+, Cloud+, AWS Cloud Practitioner, or equivalent entry-level certification

3.83.8 out of 5 stars Hanover, MD Remote $63,300 - $129,700 a year - Full-time, At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose - to ensure the safety of our nation. An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality. A focus on continuous growth. Together, we will advance our nation’s most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy. Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Since this position can be worked in more than one location, the range shown is the national average for the position. The proposed salary range for this position is: $63,300-$129,700 CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.