ACES Quality Management

Customer Support

• Provide timely, professional support to clients via email and virtual meetings
• Troubleshoot and resolve standard support issues, escalating more complex or advanced cases when needed
• Assist with the setup and basic troubleshooting of system features under guidance
• Provide web-based training to clients on core product functionality
• Accurately document support tickets, including issue details, steps taken, and resolution outcomes

Support Specialist

Cloud Engineer

• Support development, test and production environments including after-hours support, release management, and monitoring server usage and up-time.
• Monitor system performance, availability, cost, and reliability; proactively identify and resolve issues.
• Design, implement, maintain, and support cloud-based infrastructure in both Azure and AWS.
• Automate infrastructure provisioning, configuration, and deployment using Infrastructure as Code (IaC) and scripting tools.
• Migrate customer data from retiring colocation data center infrastructure to cloud environments.
• Support IT compliance and security requirements, including auditing, logging, access controls, and regulatory standards.
• Participate in on-call and after-hours support rotations as required to ensure high availability and uptime.
• Perform all responsibilities in adherence to change management policies and procedures.