Provide Tier 1 support to Cloud Users (Mission Owners) for all CSM service-related issues
Manage support interactions across multiple channels, including phone, email, and various service ticketing systems
Create and track support tickets using approved management solutions
Escalate unresolved Tier 1 issues to higher-level support teams (Tier 2 or Tier 3)
Directly assist Cloud users experiencing access issues
Deliver Cloud Infrastructure Support to guide users through the resolution of technical issues
Track and report on key performance metrics to ensure service quality

Requirements

Bachelor’s degree in Computer Science or a related technical field
2–4 years of cloud engineering experience
Proven experience responding to end-user requests via phone, email, or ticketing systems
Proficiency in utilizing enterprise ticketing tools such as ServiceNow or HPESM
Strong understanding of Azure administration and cloud architecture
Familiarity with CI/CD and DevSecOps toolchains
Security+ certification
U.S. Citizenship and the ability to obtain a DoD Top Secret clearance

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

cloud engineeringAzure administrationcloud architectureCI/CDDevSecOpsticketing systemstechnical issue resolutionperformance metrics tracking

Soft Skills

communicationproblem-solvingcustomer service

Certifications

Bachelor's degree in Computer ScienceSecurity+ certification