Remote Cloud Support Engineer for Healthcare SaaS

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

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.