Cloud Support Engineer I (MD-ID)

ASM Research•Elkridge, MD

About The Position

The Cloud Support Engineer I is part of the incident management team in a 24x7 Microsoft Azure environment. The role diagnoses, mitigates, and escalates system issues to maintain high system and platform availability, and supports assigned Microsoft work streams using knowledge of core Azure components and tools. The engineer responds to incident tickets, troubleshoots systems, performs cloud-server patching and updates, reviews logs, monitors performance against client specifications and SLAs, and coordinates resolution of on-premises systems. The role also manages configuration reporting and evidence, documents fixes and outages, updates troubleshooting guidance and lessons learned, and recommends system improvements to engineering teams. It involves collaboration with operations, development teams, and external partners, including participation in tiger-team calls. The position operates on one of three fixed shifts in a 24x7 environment, with occasional scheduled weekend support. Shift start windows are 0600–0800 for days, 1400–1600 for swings, or 1000–midnight for nights; the assigned shift depends on project need.

Requirements

Two years of operations experience providing application infrastructure support.
One year performing system administration support for Windows/Linux.
FSP clearance required.
CJIS investigation required.
Knowledge of Microsoft operating systems and products, including Microsoft Windows, Windows Servers, Microsoft Office 365, SharePoint, and Microsoft Teams.
Ability to apply standard methodologies, techniques, procedures, and criteria.
Ability to troubleshoot and resolve basic or routine system hardware, software, or networking problems.
Ability to communicate effectively orally and in writing, and translate technical terminology for non-technical employees.
Interpersonal, problem-solving, organizational, and multitasking skills.

Nice To Haves

Bachelor of Science in Computer Science or another technical discipline is preferred.
Experience adjudicating security vulnerabilities.
Experience supporting Azure/AWS cloud.
Microsoft Azure Fundamentals certification preferred.
CompTIA Security+ certification preferred.

Responsibilities

Troubleshoot system issues using diagnostic tools such as netmom, windbg, and custom application tools.
Manage reporting and evidence for proper configuration settings within the environment.
Respond to incident tickets in a 24x7 operational environment to meet SLA objectives, including scheduled weekend support.
Perform patching and system updates on cloud servers.
Coordinate resolution of on-premises systems.
Review system logs to identify and mitigate system issues.
Use the knowledge base to troubleshoot, identify, and resolve system issues.
Update knowledge-base troubleshooting guides and lessons learned as needed.
Document incident fixes and recommend system improvements to the engineering team for consideration in future releases.
Document system issues that result in outages and coordinate changes through the change-management process.
Support collaboration across operations, development teams, and external partners.
Support tiger-team calls to facilitate knowledge sharing and timely resolution of system issues.
Monitor solution performance against client specifications and SLAs, escalating as needed.