Cloud Support Engineer Evenings

Overview

MANTECH seeks a motivated, career and customer-oriented Cloud Support Engineer to join our team in Tysons, VA. The Cloud Support Engineer will be part of a global team that provides 24x7 support to help customers seamlessly operate their hybrid on-premises Cloud infrastructure. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding / scripting.

Responsibilities

• First contact for all customer service requests - Answer phones, respond to chats and emails. A customer first attitude is a must.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Familiar with Product and can reference runbooks and playbooks to provide a meaningful resolution to customer.
• Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with engineers and Program Managers.
• Work shift – this is for an evening shift 2pm-10pm position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.

Minimum Qualifications

AWS Cloud Practitioner or Azure Fundamentals (AZ-900) can substitute 0.5 years' experience

Preferred Qualifications

Clearance Requirements

Physical Requirements

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