Cloud Support Engineer

Job Description: 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 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 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 incidents Participate in team standups and contribute to continuous improvement of support processes Requirements: 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 Experience administering Linux/Unix and Windows systems The desire and ability to learn new technologies and tools Benefits: healthcare wellness financial retirement family support continuing education time off benefits #J-18808-Ljbffr