Cloud Support Specialist - Evening Shift - Tysons

Salary: $100,000 - 140,000 per year

Requirements:

An Associate's degree in computer science or a related field (2 years of relevant professional experience may substitute for a degree) along with 1+ years of relevant professional experience. In lieu of education and experience, the following certifications may substitute as follows: - AWS Cloud Practitioner or Azure Fundamentals (AZ-900) can substitute for 0.5 years of experience. - CompTIA Security+, ITIL Foundation, CompTIA Network+, or CompTIA A+ can substitute for 1 year of experience. - AWS Solutions Architect Associate, Azure Administrator, Google Cloud Engineer, Cisco CCNA, CompTIA Linux+ Professional, Azure Solutions Architect (AZ-305), Google Professional Cloud Architect, or Certified Information Systems Security Professional (CISSP) can substitute for 2 years of experience. A basic understanding of networking and cloud technologies. Working knowledge of operating systems: UNIX/Linux or Windows. Familiarity with any customer service ticketing system. Ability to read runbooks and playbooks and provide meaningful summaries to customers. Proficiency in Google Workspace tools (Docs, Sheets, and Slides).

Responsibilities:

Serve as the first point of contact for all customer service requests, answering phones, responding to chats, and addressing emails with a customer-first attitude. Maintain response and resolution times as defined by Service Level Objectives (SLOs). Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases. Possess thorough knowledge of the product and utilize runbooks and playbooks to deliver meaningful resolutions to customers. Provide in-depth assistance to our highest-tier customers, developing a strong understanding of their most pressing issues and advocating for those concerns with engineers and program managers. This role requires working an evening shift from 2 PM to 10 PM, including a rotating weekend schedule that may be required, with the timetable subject to change based on business needs.

Technologies:

AWS Architect Azure Cloud Cisco Support ITIL Linux Network Security Unix Windows ServiceNow

More:

We are actively seeking a driven, career-oriented Cloud Support Engineer to join our team in Tysons, VA. The Cloud Support Engineer will play an integral role in our global team, providing 24/7 support to ensure our customers can effectively operate their hybrid on-premises cloud infrastructure. In this position, you'll troubleshoot technical issues through a combination of debugging, networking, system administration, documentation updates, and, when necessary, coding or scripting.

Clearance Requirements:

• An active TS/SCI with Polygraph.

Physical Requirements:

• Must be able to remain in a stationary position for 50% of the time.
• Occasionally move about the office to access file cabinets, office machinery, etc.
• Frequently communicate with co-workers, management, and customers.

last updated 30 week of 2026