Cloud Support Technician, Talent Pipeline (Remote US)

The company empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), the company expertly delivers cutting-edge, integrated solutions that deliver business value.

PLEASE NOTE THAT WE ARE NOT ACTIVELY CLOUD SUPPORT TECHNICIANS AT THIS TIME. WE ARE PIPELINING TALENT IN ANTICIPATION OF ADDITIONAL HIRING NEEDS IN THE FUTURE. PLEASE EXCUSE ANY DELAYS IN RESPONSE IN THE MEANTIME.

Our Service Operations team is looking for a dedicated and skilled Cloud Support Technician to play a key role in ensuring the smooth operation of our clients' cloud environments. You will be instrumental in providing technical support, troubleshooting issues, and delivering exceptional customer service, all while gaining valuable experience in the rapidly evolving world of cloud computing and Azure.

What You'll Do

Technical Support & Troubleshooting

• Monitor, analyze, and resolve incidents for customer infrastructure running in Azure.

• Triage, action on and disposition telemetry alerts as they come in.

• Install, configure, and administer customer systems in Azure.

• Troubleshoot and resolve technical issues related to virtual servers and networks.

• Escalate complex cases to Tier-2 and Tier-3 support as needed.

Process & Optimization

• Perform regular reviews of systems, processes, and procedures.

• Document systems, processes, and procedures to maintain knowledge base.

• Promote best practices to enhance and improve organizational processes.

Communication & Customer Service

• Communicate technical issues and solutions to clients in clear, business-friendly terms.

• Interact with customers to identify IT problems and troubleshoot them efficiently.

• Provide regular updates to clients via email, ticketing system, and phone calls.

• Communicate ticket status information to all team members.

The Skills You'll Need

Technical Skills

• Basic understanding of operating systems (Windows and Linux).

• Familiarity with virtual servers and networking concepts.

• A strong desire to learn and master Azure cloud technologies.

Problem Solving & Analytical Skills

• Ability to analyze and resolve technical issues effectively.

• A passion for problem-solving and learning new technologies.

• Ability to work in a fast-paced, rapidly changing environment.

Communication & Interpersonal Skills

• Excellent verbal and written communication skills.

• Ability to explain technical concepts to non-technical audiences.

• Strong customer service orientation.

• Ability to work collaboratively with team members and clients.

Qualifications

Qualifications

• Previous experience in a help desk/service desk support or systems administration role.

• Experience supporting virtual servers and troubleshooting network issues is a plus.

• Experience in a 24x7 managed services, hosted service company, or Network Operations Center environment is a plus.

• Experience reviewing technical logs and triaging telemetry alerts

• Currently possess Public Trust Clearance OR willing to obtain it within first 90 days of employment

• Note that NOT achieving Public Trust within 90 days will be cause for termination

We value our employees and are committed to providing a comprehensive and competitive benefits package designed to support your well-being and financial security. Here's what you can look forward to:

Financial Security & Growth

Competitive Salary: We offer competitive salaries commensurate with experience and skills.

Generous 401(k) Plan: Secure your financial future with our generous 401(k) plan, featuring a 100% company match on your contributions up to 4% of your salary! This is a fantastic opportunity to build your retirement savings with our support.

Performance-Based Compensation: Your hard work and dedication will be recognized and rewarded through our performance-based compensation program, which includes bonus potential in addition to your base salary.

Health & Well-being

100% Employer-Paid Health, Vision, and Dental Insurance for employees: Say goodbye to expensive premiums! We cover 100% of the cost of your health, vision, and dental insurance premiums, saving you potentially thousands of dollars each year. Focus on your health, not your healthcare costs.

Company-Paid Life, AD&D, Short and Long-Term Disability Insurance: We provide company-paid life, accidental death & dismemberment, and short- and long-term disability insurance to protect you and your family.

Time Off & Work-Life Balance

Generous Paid Time Off (PTO): Enjoy a healthy work-life balance with three weeks of paid time off, allowing you to relax, recharge, and pursue your personal interests. This flexible PTO can be used for vacation, personal time, or sick leave.

11 Paid Holidays: We observe 11 paid holidays throughout the year, giving you additional time to spend with family and friends.

Community Service Leave: We believe in giving back to the community and offer paid time off for you to volunteer with organizations that are meaningful to you.

Additional Perks & Recognition

Employee Recognition and Reward Program: We celebrate and reward outstanding performance and contributions through our employee recognition program. We value your dedication and are committed to showing our appreciation.

This is a full-time position in the United States with the ability to work from home, or from one of our many US offices if local.

The company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.