Cloud Support Engineer
About The Position
CACI is seeking a Tier 1 / Tier 2 Cloud Support Engineer to support our Enterprise Cloud Solutions customers. This role operates during East Coast business hours and serves as the frontline point of contact for end-user support via phone, instant messaging, and email. You will work alongside a collaborative team of cloud professionals to ensure our customers experience minimal disruption and receive timely, high-quality assistance. Day-to-day responsibilities range from handling routine service requests — such as password resets, access provisioning, and AWS Workspace troubleshooting — to progressively more complex tasks including cloud networking diagnostics, identity and access management issues, and VPN support. This is an excellent opportunity for a motivated support professional to grow their cloud skills in a structured, mission-focused environment.
Requirements
- 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
Nice To Haves
- 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
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
Benefits
- healthcare
- wellness
- financial
- retirement
- family support
- continuing education
- time off benefits
- flexible time off benefit
- robust learning resources
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
