[Remote] Cloud Support Engineer

Note: The job is a remote job and is open to candidates in USA. CACI International Inc is seeking a Tier 1 / Tier 2 Cloud Support Engineer to support their Enterprise Cloud Solutions customers. The role involves providing frontline support for end-users, troubleshooting various cloud-related issues, and collaborating with a team of cloud professionals to ensure high-quality assistance.

Responsibilities

• Serve as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hours
• Handle routine service requests including password resets, permissions/access requests, and account provisioning
• Troubleshoot and resolve issues with AWS Workspaces, including connectivity, performance, and configuration problems
• Escalate and track complex incidents using the team's ticketing system, ensuring accurate documentation and timely follow-up
• Assist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problems
• Support VPN-related inquiries and connectivity issues (i.e. AppGate) for remote end-users
• Perform initial cloud networking diagnostics and assist with escalations related to routing, DNS, and firewall access
• Document recurring issues and contribute to the internal knowledge base to reduce repeat ticket volume
• Collaborate with senior cloud engineers and operations staff to resolve complex or multi-tier incidents
• Communicate clearly and professionally with end-users at varying levels of technical proficiency
• Participate in team standups and contribute to continuous improvement of support processes

Skills

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience
• 3+ years of experience in a help desk, IT support, or cloud support role (Tier 1 or Tier 2)
• Availability to work East Coast business hours (9:00 AM – 5:00 PM ET window)
• Experience supporting end-users via phone, email, and IM-based ticketing platforms
• Familiarity with cloud environments, particularly AWS (e.g., EC2, VPC, IAM, AWS Workspaces)
• Working knowledge of identity and access management concepts and tools (e.g., Okta, Active Directory, SSO, MFA)
• Experience with VPN client support and basic network connectivity troubleshooting
• Strong written and verbal communication skills with a customer-first mindset
• Ability to clearly document issues, steps taken, and resolutions in a ticketing system
• Ability to multitask across phone, IM, and email support channels in an environment with SLAs
• Experience administering Linux/Unix and Windows systems, including common tasks such as user management, file permissions, service configuration, and log review
• Ability to perform basic infrastructure and systems administration tasks in support of a managed cloud environment
• The desire and ability to learn new technologies and tools
• Experience with AppGate or similar software-defined perimeter / ZTNA VPN solutions
• Hands-on experience with AWS Workspaces administration and troubleshooting
• Familiarity with cloud networking concepts such as VPC routing, security groups, DNS, and firewall rules
• Experience with Okta administration including user lifecycle management, MFA configuration, and SSO integrations
• Exposure to ITSM / ticketing platforms such as Zendesk, ServiceNow, Jira Service Management, or similar
• Familiarity with Docker and containerized workloads, including basic container lifecycle management and troubleshooting
• CompTIA A+, Network+, Cloud+, AWS Cloud Practitioner, or equivalent entry-level certification

Benefits

• Flexible time off benefit
• Healthcare
• Wellness
• Financial
• Retirement
• Family support
• Continuing education
• Time off benefits
• Learning and development opportunities

Company Overview

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