Cloud Support Engineer Evenings

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 include but are not limited to :

• 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 a 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 :