Cloud Support Engineer

MANTECH; Vienna (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

MANTECH is seeking a Cloud Support Engineer in Tysons, VA to deliver 24x7 incident response for hybrid cloud environments. You will troubleshoot Linux and Kubernetes issues, manage incidents via ServiceNow, and collaborate with engineering teams to ensure enterprise and government customers receive robust cloud support.

The role emphasizes high-touch customer service, strict adherence to SLAs, and ongoing improvement of runbooks and documentation.

Qualifications

• Bachelor’s degree in CS/IS/Engineering or equivalent experience.
• Experience in Linux system administration and Kubernetes.
• Experience with ticketing, alerting, and incident response.
• Security/compliance certifications and DoD/IC familiarity preferred.

Responsibilities

• Diagnose, resolve, and track complex support cases via ServiceNow, phone, and email.
• Monitor and triage incidents from alerts, following SOPs and runbooks.
• Resolve Linux and Kubernetes issues with minimal supervision.
• Collaborate with product and backline engineers to validate fixes and enhance stability.
• Provide high-touch, mission-critical support to government and enterprise customers during all incident phases.
• Update and refine documentation and runbooks to improve reliability and efficiency.
• Work shifts include days, evenings, or nights, with rotating weekends as needed.
• Maintain awareness of 8140 compliance requirements and related certifications.

Skills

Linux administration

Kubernetes

Incident response

ServiceNow

Hybrid cloud

Documentation

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, Mathematics, or related discipline

Four years of relevant experience may substitute for a bachelor’s degree

AWS/Azure/GCP certifications (substitute experience)

Tools

ServiceNow

Incident management tools

Job description

MANTECH seeks a skilled and mission-focused Cloud Support Engineer (CSE) to join our team in Tysons, VA.

The Cloud Support Engineer will support hybrid cloud infrastructure operations by providing critical, 24x7 incident response and customer service. You will help troubleshoot complex issues across Linux and Kubernetes environments, collaborate with engineering teams, and ensure enterprise and government customers experience seamless cloud integration and support.

Responsibilities Include But Are Not Limited To

• Diagnosing, resolving, and tracking complex support cases through ServiceNow, phone, and email channels; ensuring all incidents are properly documented and closed in accordance with SLAs
• Monitoring and triaging incidents triggered by automated alerting systems; following established SOPs and runbooks for investigation and escalation
• Independently resolving technical issues related to Linux and Kubernetes infrastructure with minimal supervision, escalating only when engineering support is required
• Partnering with product and backline engineers to reproduce issues, validate fixes, and enhance system stability and documentation
• Identifying trends or repeat incidents and providing structured feedback to engineering and process improvement teams
• Delivering high-touch, mission-critical support to government and enterprise customers; ensuring clear, timely, and professional communication during all incident phases
• Contributing to updating and refining documentation, runbooks, and response procedures to continuously enhance service reliability and efficiency
• Work Shift – Days, evenings, or nights openings. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Mathematics, or related discipline
• Education Substitutions:
  • Four (4) years of relevant experience may be substituted for a bachelor’s degree
  • An associate's degree and two (2) years of relevant experience may be substituted for a bachelor’s degree
  • AWS Cloud Practitioner or Azure Fundamentals (AZ-900): each may substitute 0.5 years’ experience
  • CompTIA Security+, ITIL Foundation, CompTIA Network+, or CompTIA A+: each may substitute 1 year experience
  • AWS Solutions Architect Associate, Azure Administrator, Google Cloud Engineer, Cisco CCNA, CompTIA Linux+ Professional, Azure Solutions Architect (AZ-305), Google Professional Cloud Architect, or CISSP: each may substitute 2 years’ experience
  • Other relevant certifications: each may substitute 0.5 years’ experience
• Experience in Linux system administration (command-line management, networking, and service operations)
• Knowledge of Kubernetes environments, including container management, basic cluster troubleshooting, and deployment verification
• Experience with ticketing, alerting, and incident response tools
• 8140 Compliance (Combination of technical degree or certifications such as CompTIA Network+ CE, CompTIA A+ CE, CompTIA Security+ CE, CCNA Security, CND, etc)

Preferred Qualifications

• Experience with ServiceNow ticketing, alerting, and incident response tools
• Experience with ServiceNow Customer Service Management (CSM) module
• Background supporting IT operations or cloud service environments within DoD or Intelligence Community customers
• Familiarity with ITIL frameworks, incident lifecycle management, and enterprise support workflows
• Experience in hybrid or on-prem/cloud integrated environments
• Proficiency with Google Workspace or Microsoft Office collaboration tools
• Strong written and verbal communication skills, with the ability to clearly articulate technical issues to both technical and non-technical audiences
• Demonstrated experience and ability to prioritize, manage, and resolve multiple incidents under pressure

Clearance Requirements

• An active/current TS is required for this position with the ability to obtain/maintain SCI access

Physical Requirements

• Must be able to remain in a stationary position 50%
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations