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3357 - Cloud Support Engineer

Remote / West Coast
US Citizenship


Expand your infrastructure skillset with exposure to AWS & Azure technologies. Enhance your current skillset by disrupting traditional workflows and processes administering an enterprise-scale environment using AWS technologies coupled with DevOps methodologies. You will be an integral part of a team of knowledgeable technologists responsible for helping deliver a nationwide cloud presence within the IC for software development, web hosting, research, and more! This is a multi-faceted position requiring you to spend time working directly with AWS services and the underlying operating systems themselves, to assist customers and end users with technical issues and requests. This position offers the opportunity to use your existing infrastructure, IT, or systems administration experience and apply it to solve problems with tools and concepts unique to AWS and Cloud Service Provider environments.


  • Handle incoming Service Desk requests and assist customers with questions and problems
  • Prioritize customer issues & manage other staff on the team
  • Escalate issues to the engineering team as required
  • Interact with customers & vendors for outreach, awareness, and support
  • Interact with carious operating systems, applications, environments, and cloud computing platforms to create IT automation and orchestration activities
  • Use open source technologies and tools to accomplish specific use cases encountered within the project
  • Collaborate with others on the project to brainstorm the best way to tackle complex technical problems


  • Embrace Emerging Technologies: You will leverage AWS and it's accompanying tools daily as you help build and stand up a game-changing development environment
  • Well-Rounded: You appreciate the opportunity to work across multiple technologies such as scripting, development/test/QA tools, cloud, container and orchestration tools, Linux and Windows operating systems, networking, security and automation
  • Motivated: You want to continually learn new things and work with new technologies
  • Agile: Able to work as part of a small team, working together to develop a solution for both commercial and government customers
  • Focused on Automation: Wherever possible, you will look for wats to automate manual processes to increase efficiency, speed, and operability of tasks
  • 3+ years of experience with IT concepts and fundamentals.
  • Fundamental understanding of IT concepts such as AAA, security, operating systems, and networking
  • Experience with Windows or Linux configuration management, system administration, and troubleshooting
  • Experience working in a support, service desk, or customer service role
  • Strong willingness to learn new technologies
  • Excellent oral and written communication skills with a keen sense of customer service
  • Excellent problem solving and troubleshooting skills
  • Ability to work West Coast business hours (noon - 8pm PST/PDT)
  • Must successfully pass a background check and any additional customer background investigation requirements prior to employment


  • AWS/Azure experience preferred
  • Experience operating and administering Zendesk or another Service Desk software
  • Familiarity with networking technologies and concepts
  • BS in Computer Science, IT, IS, or equivalent area of technical study.
  • Technical certifications from organizations such as AWS, Microsoft, Google, RedHat, etc.
  • Ability to obtain a Top Secret ( with polygraph) Federal Government clearance


  • US Citizenship required with ability to obtain a Top Secret (with Polygraph) clearance