Cloud Operations Support Specialist (Tier 2)

Dark Wolf Solutions • Ogden, UT

4d

About The Position

Dark Wolf is seeking a Cloud Operations Support Specialist (Tier 2) to serve as an essential frontline escalation point for maintaining, monitoring, and operating AWS cloud environments. The role handles Tier 1 escalations, monitors system health, manages incident response, oversees backups and capacity, and executes standard operational changes. Support specialists address real-time operational challenges for mission customers and help ensure the high availability, reliability, and security of critical cloud systems.

The position works closely with Tier 1 support staff, Tier 3 Cloud Systems Engineers, and security personnel. It also maintains operational documentation, including Standard Operating Procedures, troubleshooting runbooks, and Knowledge Base articles. The role is a direct, full-time W2 position; the company does not engage third-party staffing agencies, C2C, or 1099 independent contractors for this position.

Requirements

• At least 2 years of experience in IT help desk, technical support, systems operations, or a Tier 2 support role.
• Hands-on operational experience supporting services and basic infrastructure within Amazon Web Services (AWS), such as EC2, S3, IAM, CloudWatch, and VPC.
• Demonstrated experience handling incident, problem, and service request ticketing workflows within GitLab.
• Experience monitoring system performance, resource utilization, and backup integrity in a cloud or hybrid environment.
• Baseline troubleshooting skills across Linux and/or Windows operating systems and basic cloud networking, including DNS, routing, and security groups.
• Strong verbal and written technical communication skills, with experience creating Standard Operating Procedures and Knowledge Base articles.
• US citizenship and an active Top Secret security clearance, or a Secret clearance with the ability to obtain or maintain Top Secret as required by the customer contract.

Nice To Haves

• AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, or AWS Certified SysOps Administrator – Associate.
• Relevant DoD 8570/8140 baseline certification, such as CompTIA Security+, Network+, or CySA+.
• Familiarity with basic scripting, such as Bash, PowerShell, or Python, for routine administrative queries or log parsing.
• Familiarity with Department of War (DoW) security controls, ticketing processes, or Air Force base operations.

Responsibilities

• Serve as the primary Tier 2 escalation point for Tier 1 service desk tickets, diagnosing and resolving complex technical issues across AWS cloud environments before escalating to Tier 3 engineering.
• Proactively monitor cloud infrastructure, service metrics, and system performance using AWS monitoring tools such as CloudWatch and CloudTrail to detect and resolve alerts before impact occurs.
• Conduct routine checks of automated backup schedules, snapshot integrity, and storage and compute capacity; take corrective action or make routine adjustments when thresholds are exceeded.
• Triage, investigate, and resolve operational incidents in accordance with established SLAs; perform initial root cause analysis and document problem trends to help prevent recurring outages.
• Execute approved standard changes, routine maintenance tasks, service restarts, access requests, and basic configuration updates according to change-management procedures.
• Coordinate with Tier 1 support staff, Tier 3 Cloud Systems Engineers, and security personnel to provide handoffs, operational feedback, and documentation updates.
• Author and maintain Standard Operating Procedures (SOPs), troubleshooting runbooks, and Knowledge Base (KB) articles to support Tier 1 resolution, streamline escalations, and capture lessons learned from incident triage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed