Monitor system health and respond to alerts and incidents
Provide Tier 1 and Tier 2 support for cloud-hosted applications and services and assist with Tier 3 troubleshooting
Lead upgrade efforts for assigned platforms (e.g., JICS, CX Clients, Campus Marketplace, Sonis)
Support SSL/Cloudflare operations, including automation and renewal tracking
Coordinate with internal and external stakeholders for upgrade planning and execution
Analyze recurring issues and propose process improvements or automation
Document upgrade procedures and contribute to operational runbooks
Support legacy systems (CX Clients, JICS/JFA) and ensure smooth transitions
Collaborate with Cloud Services teams on escalated issues and root cause analysis
Perform additional responsibilities as assigned by the Manager, Cloud Support or other Cloud Services leadership
Leverage AI-enabled tools and analytics to enhance decision-making, improve efficiency, and drive measurable business outcomes when appropriate
Apply sound judgment and ethical standards when using AI, ensuring accuracy, data privacy, and responsible human-in-the-loop oversight

Requirements

Ability to work 2nd shift EST hours (start at 1:00pm EST)
2–3 years of experience in cloud operations or technical support
Familiarity with at least one major cloud platform (AWS, Azure, or Google Cloud Platform)
Microsoft Server administration experience (DNS, DHCP, Active Directory, IIS, Remote Desktop Services)
Understanding of networking fundamentals
Proficiency in basic scripting or automation tools (e.g., PowerShell, Bash) to improve operational efficiency
Ability to follow documented procedures and clearly document troubleshooting steps and escalations
Strong verbal and written communication skills and the ability to work collaboratively in a team-oriented environment
Willingness to learn new tools, platforms, and technologies in a fast-paced environment
Experience working withing a ticketing systems, support workflows and ticket escalation
Demonstrated understanding of system security, data privacy, and responsible access practices

Benefits

Medical Insurance
Life Insurance
Dental Insurance
Vision Insurance
PTO
Paid Parental Leave
Paid Holidays
Short Term Disability
Long Term Disability
401K
Educational Assistance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cloud operationstechnical supportMicrosoft Server administrationDNSDHCPActive DirectoryIISRemote Desktop Servicesscriptingautomation tools

Soft Skills

verbal communicationwritten communicationcollaborationproblem-solvingprocess improvementethical judgmentdecision-makingteam-orientedwillingness to learnattention to detail