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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Cloud Support Engineer - **Company:** Caci Inc - **Location:** Hanover, MD, United States (Remote available) - **Experience:** Experienced - **Salary:** $63,300.0 - $129,700.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Amazon Elastic Compute Cloud, JIRA, User Authentication, Cloud Computing, Cloud Engineering, System Configuration, Linux, Domain Name System (DNS), Multi-Factor Authentication, File System Permissions, Identity and Access Management, Issue Tracking Systems, Instant Messaging Technology, Virtual Private Networks (VPN), Routing, Zero Trust Network Access, Single Sign-On, User Provisioning Software, VPN Clients, Cloud Platform System, Okta, HybridCloud, Amazon Virtual Private Cloud (VPC), Containerization, Information Technology, Firewall Services Module, Zendesk, Docker, User Administration, Servicenow - **Published:** June 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f813af0f4acab428 ## About the Role 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 ## Description 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 ## Related Videos - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [7 Cloud Computing Trends Coming in 2025 for Developers](https://www.wearedevelopers.com/magazine/412-7-cloud-computing-trends-coming-in-2025-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)