Cloud Support Engineer — Rapid, Hands‑On Cloud Troubleshooter

Cloud at Work; United States; On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health and Welfare (Medical, Dental, V

401k with matching

Paid Time Off

Job summary

The Cloud at Work is seeking a skilled Cloud Support Engineer to deliver advanced remote technical assistance across hosted desktops, servers, networks, identities, backups, and related infrastructure. You will diagnose, document, and resolve issues, escalating when needed, while maintaining detailed records in ConnectWise Manage.

Ideal candidates will have 3+ years in similar roles, strong documentation habits, and experience with IaaS/private clouds; Azure/AWS exposure is preferred.

Qualifications

• 3+ years of experience in help desk, managed services, systems administration, cloud operations, or a comparable technical support environment.
• Demonstrated ability to resolve complex technical issues independently while knowing when to elevate with clear evidence and recommended next steps.
• Experience supporting IaaS in private cloud environments; public cloud exposure, especially Azure, is preferred.
• Strong written documentation habits, including clear technical notes, client-facing summaries, root cause findings, and knowledge-base contributions.
• Microsoft certifications, VMware/VCP certification, Azure certifications, or equivalent hands-on experience are preferred.

Responsibilities

• Triage, troubleshoot, and resolve escalated support incidents across Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, Microsoft 365, virtualization, VPN, firewall, printing, and endpoint access issues.
• Perform structured remote diagnosis, including log review, service validation, event correlation, connectivity testing, user/session analysis, and change impact review.
• Support hosted application environments, including IIS/SMTP dependencies, SSL certificate management, database connectivity, and application access workflows.
• Administer and support cloud and virtualization platforms, including VMware vSphere/ESXi/vCloud and private cloud infrastructure; Azure and AWS exposure preferred.
• Investigate backup, replication, restore, and disaster recovery issues; validate recovery points and escalates risks when data protection gaps are identified.
• Manage secure remote access technologies, including VPN, RDWeb/RDS, firewall rules, access controls, MFA‑adjacent workflows, and user connectivity issues.
• Document troubleshooting steps, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage with enough detail for repeatability and auditability.
• Use MSP toolsets such as ConnectWise Manage, ConnectWise Automate, ConnectWise Control, IT Glue, monitoring tools, and client documentation platforms to drive consistent service delivery.
• Collaborate with Onboarding Engineers, Support Engineers, Service Delivery leadership, and project teams to transition new clients, reduce recurring issues, and improve support readiness.
• Participate in on‑call rotation and after‑hours incident response when required.

Job description

The Cloud at Work is seeking a skilled Cloud Support Engineer to deliver advanced remote technical assistance across hosted desktops, servers, networks, identities, backups, and related infrastructure. You will diagnose, document, and resolve issues, escalating when needed, while maintaining detailed records in ConnectWise Manage.

Ideal candidates will have 3+ years in similar roles, strong documentation habits, and experience with IaaS/private clouds; Azure/AWS exposure is preferred.