Cloud Operations & Support Specialist

Collabware • Washington, DC

17h

About The Position

The Cloud Operations & Support Specialist will be responsible for supporting and evolving complex global cloud environments in Canada, the United States, and Europe with scalability, reliability, and compliance in mind. This role involves adopting new tools, automating manual tasks, and improving deployment workflows. The specialist will learn our environments quickly, develop deep system knowledge, and eventually support onboarding and mentoring future hires. Key responsibilities include day-to-day operational tasks, incident investigation, monitoring, environment maintenance, and managing the full lifecycle of customer support requests. The goal is to ensure Collabware’s products remain fast, reliable, secure, and compliant, while being a responsive and knowledgeable resource for customers.

Requirements

• 3–5+ years experience in CloudOps, SRE, DevOps, or similar technical operations roles
• Experience maintaining distributed systems, cloud workloads, or regulated environments
• Experience with Azure, Kubernetes, and Terraform/IaC strongly preferred
• Exposure to government or security-compliant environments (e.g., FedRAMP, NIST, SOC2)
• Prior experience supporting production workloads in global or multi-timezone environments
• Prior experience in a customer-facing technical support or managed services role an asset
• Strong troubleshooting and investigative mindset—able to follow clues, isolate issues, and diagnose complex problems
• Experience in CloudOps, Site Reliability Engineering, DevOps, Network Operations, or data center operations
• Strong understanding of cloud platforms (Azure preferred; AWS/GovCloud experience an asset)
• Knowledge of Kubernetes, container runtimes, and distributed systems
• Familiarity with monitoring/observability tools (Grafana, Prometheus, LogScale, ELK, etc.)
• Ability to work independently and handle tasks without constant oversight
• Customer-facing communication skills—able to explain technical issues clearly to both technical and non-technical audiences
• Comfortable adjusting working hours to support global environments (flexible or East Coast preferred)
• Strong scripting experience (PowerShell, Bash, Python)
• Experience with ticketing and support platforms (e.g. Zendesk, Jira Service Management or similar)
• Post-secondary education in Computer Science, Information Systems, Cloud Computing, or equivalent experience

Nice To Haves

• AWS/GovCloud experience
• Prior experience in a customer-facing technical support or managed services role

Responsibilities

• Support and evolve complex global cloud environments in Canada, the United States, and Europe with scalability, reliability, and compliance in mind.
• Adopt new tools, automate manual tasks, and improve deployment workflows as our platforms and customer requirements grow.
• Learn our environments quickly, develop deep system knowledge, and eventually support onboarding and mentoring future hires.
• Take ownership of day-to-day operational tasks, incident investigation, monitoring, and environment maintenance, and the full lifecycle of customer support requests.
• Ensure Collabware’s products remain fast, reliable, secure, and compliant—and be a responsive, knowledgeable resource for customers who need help.
• Support multi-region cloud environments across Azure commercial and US Government tenants.
• Maintain environment health, uptime, and security across distributed deployments.
• Provide coverage for customers operating in different time zones in North America and Europe.
• Assist with environment upkeep, configuration adjustments, and resource optimization.
• Support FedRAMP-related remediation tasks, reporting, controls, and documentation.
• Monitor incoming support tickets and requests across channels, ensuring timely acknowledgment and response.
• Triage and prioritize issues based on severity, customer impact, and SLA requirements.
• Investigate and resolve technical support requests related to Collabspace environments, connectivity, performance, and configuration.
• Escalate complex or unresolved issues with clear context, reproduction steps, and diagnostic data.
• Communicate clearly and professionally with customers throughout the support lifecycle, setting expectations and providing timely status updates.
• Identify recurring support patterns and surface them to improve documentation, automation, and the products.
• Build and maintain dashboards for system performance, alerts, and health metrics (e.g., Azure Dashboards, Grafana, Prometheus, OpenTelemetry).
• Monitor Collabspace environments and proactively identify issues before they escalate.
• Investigate incidents using logs, metrics, traces, and root-cause analysis.
• Support CI/CD pipelines (Azure DevOps, GitHub Actions, or similar).
• Assist with infrastructure-as-code (Bicep/ARM, Terraform).
• Help maintain containerized workloads (Docker, Kubernetes) and troubleshoot cluster issues.
• Automate operational processes to reduce manual work and improve consistency.
• Support security hardening, product updates, vulnerability remediation, and incident response.
• Assist with evidence collection and environment updates for SOC2, FedRAMP, and customer security reviews.
• Maintain logging, monitoring, backup, and business continuity policies across regions.
• Perform deep-dive investigations into system failures, performance issues, and unusual behavior.
• Assist Engineering with deployment validation, environment checks, and technical diagnostics.
• Help reduce team bottlenecks by owning recurring operational tasks.
• Create and maintain runbooks, troubleshooting guides, and operational documentation.

Benefits

• Unlimited Vacation – You must take at least 3 weeks’ off per year!
• Health, Dental, and Vision benefits that start Day 1
• Growth Opportunities – Early on, you’ll be put on our Growth Framework to plan your career
• Stock Options
• Yearly $1,000 Technology stipend for your personal use – like AirPods, GPUs, smartwatches – anything tech really!
• Yearly $1,000 Career Development stipend for courses, conferences, books, and anything else that sharpens your skills!
• Yearly $1,000 Extended Health stipend
• Social Gatherings & Friday Lunches

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees