Cloud Support Engineer

Symmetrio; United States; Remote; USD 90,000 - 105,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

Remote-friendly environment

Job summary

Symmetrio is recruiting a Cloud Support Engineer for a healthcare SaaS customer. You will provide Tier 1/2 support, diagnose incidents in SaaS and AWS, and help develop playbooks for healthcare cloud networking.

This is a remote, full-time role based in the United States. The ideal candidate brings healthcare IT experience, strong networking knowledge (VPN, VPCs, firewalls), and excellent communication skills to support oncology centers, clinics, and health systems.

Qualifications

• 2+ years of Tier 1/Tier 2 technical support experience in healthcare IT environments (hospitals, clinics, health systems)
• Strong familiarity with healthcare network infrastructure and security; comfortable troubleshooting in regulated healthcare environments
• Working knowledge of Cisco ASA firewalls; familiarity with Fortinet and Palo Alto environments a plus
• Understanding of firewall rule configuration, VPN tunnel setup, and how healthcare networks connect to external cloud applications
• Experience supporting oncology centers, radiation therapy departments, or similar clinical IT environments strongly preferred
• Experience supporting Epic EHR, OIS (Oncology Information Systems), or other healthcare applications
• Understanding of cloud networking concepts: VPN connectivity, AWS VPCs, firewalls, routing (cloud-based)
• Excellent communication skills; translate technical concepts for non-technical clinical staff

Responsibilities

• Serve as the primary technical contact for assigned customers; represent the company professionally and build trust with customer IT directors
• Provide Tier 1/Tier 2 technical support via phone, email, and ticketing system; triage issues and coordinate resolution with SRE/Cloud Engineers
• Troubleshoot application performance issues within the SaaS platform; identify degradation and escalate as needed
• Diagnose customer connectivity and network issues affecting SaaS access; VPN, AWS routing, firewall rules
• Coordinate with customer firewall/network teams during troubleshooting; question firewall rules and VPN details
• Develop and maintain cloud networking playbooks and runbooks for healthcare environments
• Support new customer onboarding; validate connectivity and VPN configuration, coordinate go-live health checks
• Proactively monitor customer health indicators and alert engineers to emerging issues
• Partner with Cloud Network Engineer during firewall coordination calls and validate connectivity requirements
• Build and maintain a healthcare-focused knowledge base with networking configurations
• Participate in on-call rotation for critical incidents with escalation support

Skills

Tier 1/2 support

Healthcare IT

Remote work

Effective communication

Customer-facing

Tools

AWS Advanced Networking – Specialty

AWS Certified SysOps Administrator – Associate

Cisco ASA

Fortinet

Palo Alto

Job description

Description

Symmetrio is recruiting aCloudSupportEngineer for its customer, a rapidly growing international healthcare SaaS company aggressively expanding in theUnited states.TheCloud Support Engineerwill be atrusted technical faceto our customer’s stakeholders:oncology centers, clinics, and health systems.Collaborating withhealthcareIT and clinicalapplication teamsacross the United States,the Cloud Support Engineer will ensurereliability andprovideprofessionalITsupportto users of the application. In this role,you'llprovide Tier 1/Tier 2 technical support while serving as a collaborative member of ourcustomer’sengineering teamconsisting ofSite Reliability Engineersand Cloud Network Engineers.The Cloud Support Engineer willdiagnoseincidents and cases(SaaSapplication, AWS cloud infrastructure, customer network connectivity, etc.) andcoordinate seamlessly withcustomer and internalengineeringteamsto resolve them.Additionally, the Cloud Support Engineer willdevelop support playbooks and documentationas the companyscales, andhelp establish best practices for healthcare SaaS support—ideal for someone who combines technical problem-solving, healthcareITdomain expertise, and the professional presenceand communication skillsrequired by end users.

This is a full-time, remote position $90,000-$105,000 and a comprehensive benefits package, including health benefits, a 401(k) plan, paid time off, andadditionalcompany-sponsored benefits.

Key Responsibilities

• Serve as the primary technical contact for assigned customers; represent the company professionally and build trust with customer IT directors, network engineers, and clinical leadership

• Provide Tier 1/Tier 2 technical support via phone, email, and ticketing system; triage issues, diagnose root causes, and coordinate resolution with the Principal SRE and Cloud Network Engineers

• Troubleshoot application performance issues within theSaaSplatform; work with the SRE toidentifydegradation and elevate appropriately

• Diagnose customer connectivity and network issues affectingSaaSplatform access, including VPN tunnel health, AWS routing validation, andfirewallrule problems;possessworking knowledge of Cisco ASA, Fortinet, and Palo Altofirewallenvironments

• Coordinate with customerfirewall/network teams during troubleshooting; ask informed questions aboutfirewallrules, NAT settings, and VPN tunnel parameters

• Serve as the liaison betweencustomerhealth system IT departments andinternalengineering; gather detailed diagnostic information,validatecustomer network topology, and communicate complex cloud networking problems clearly

• Develop andmaintainsupport playbooks and runbooks focused on cloud networking scenarios specific to healthcare environments: VPN tunnel validation, connectivity health checks,firewallcoordination during maintenance windows, and application troubleshooting

• Support new customer onboarding;validateinitial connectivity, work with customer IT/firewallteams to ensure proper VPN configuration, and coordinate go-live health checks

• Proactivelymonitorcustomer health indicators (connectivity status, VPN tunnel status, application performance) and alert the SRE/Network Engineer toemergingissues before customers report.

• Partner with the Cloud Network Engineer during customerfirewallcoordination calls; understand oncology center/health system network architectures andvalidatethat connectivity requirements align with customerfirewallpolicies

• Build andmaintainthe support knowledge base with healthcare-specific scenarios; document common oncology center network configurations and troubleshooting patterns

• Participate in on-call rotation for critical customer incidents, with escalation support from the SRE and Network Engineer

Requirements

• AWS Certified Advanced Networking – Specialty OR AWS CertifiedSysOpsAdministrator – Associate

• 2+ years of Tier 1/Tier 2 technical support experience in healthcare IT environments (hospitals, clinics, health systems)

• Strong familiarity with healthcare network infrastructure and security; comfortable troubleshooting in regulated healthcare environments

• Working knowledge of Cisco ASA firewalls;familiarity with Fortinet and Palo Alto environments a plus

• Understanding offirewallrule configuration, VPN tunnel setup (Site-to-Site VPN basics), and how healthcare networks connect to external cloud applications

• Experience supporting oncology centers, radiation therapy departments, or similar clinical IT environments strongly preferred

• Experience supporting Epic EHR, OIS (Oncology Information Systems), or other healthcare applications

• Understanding of cloud networking concepts: VPN connectivity, AWS VPCs, firewalls, routing (cloud-based, not traditional BGP/OSPF)

• Experience troubleshooting connectivity issues between hospital networks and cloud environments preferred

• Strong troubleshootingmethodology; ability to think systematically through multi-layer problems (application, cloud infrastructure, customer network)

• Excellent communication skills; ability to translate technical concepts for non-technical clinical staff and speak authoritatively with experienced hospital IT directors and network engineers

• Professional demeanor and strong customer service orientation

• Experience with ticketing systems, knowledge base tools, and technical documentation practices

• Comfortable working in a remote environment with self-management and time-zone flexibility for U.S. customer base

• Collaborative mindset; comfortable escalating appropriately and partnering with senior engineers

• Willingness to develop and own support processes and playbooks in a rapidly growing organization

Given the customer-facing nature of this role, interviews with qualified candidates will be conducted via Microsoft Teams or another video conferencing platform.