Cloud Support Engineer I (WA-ID)

ASM Research•Redmond, WA

About The Position

The Cloud Support Engineer will be part of the incident management team in a 24x7 Microsoft Azure environment. The role diagnoses, mitigates, and escalates system issues to maintain system and platform availability, and supports assigned Microsoft work streams using knowledge of core Azure components and tools. The engineer monitors solution performance against client specifications and SLAs, responds to incident tickets, performs system updates, and coordinates with operations, development teams, and external partners. The position supports one of three fixed shifts, 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 needs. The position requires TS/SCI with FSP clearance and a CJIS investigation. A bachelor's degree in computer science or another technical discipline is preferred. Minimum experience includes two years of operations experience providing application infrastructure support and one year of system administration support for Windows or Linux. Preferred qualifications include experience adjudicating security vulnerabilities and supporting Azure or AWS cloud environments. Microsoft Azure Fundamentals and CompTIA Security+ certifications are preferred.

Requirements

Two years of operations experience providing application infrastructure support.
One year performing system administration support for Windows or Linux.
TS/SCI with FSP clearance.
CJIS investigation.
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 into terms understandable to non-technical employees.
Interpersonal, problem-solving, organizational, and multitasking skills.

Nice To Haves

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

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 required.
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 streamline knowledge sharing and timely resolution of system issues.
Monitor solution performance according to client specifications and SLAs, escalating as needed.