Cloud Support Engineer - Nights

General information

Description & Requirements

ManTech seeks a motivated, career and customer-oriented Cloud Support Engineer Nights 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 on-premises Cloud infrastructure. 

When customers cannot resolve issues themselves, the Cloud Support Engineer will ensure that we have the necessary tools and processes to resolve the issue. 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:

• Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on the Cloud Platform products.
• Develop an in-depth understanding of the product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.
• Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve the Cloud.
• Work as part of a team of engineers/consultants that globally ensures 24 hour customer support
• This role will be a night shift (10pm-6am) position.  Rotating weekends are required. Shift schedules are subject to change based on business needs.
   

Minimum Qualifications:

• Bachelor’s degree in computer science or related field; 4 years of relevant professional experience may be substituted for a degree.

• In lieu of education/experience, each of the following certifications may be substituted as follows:
  • AWS Cloud Practitioner or Azure Fundamentals (AZ-900) can substitute 0.5 years’ experience
  • CompTIA Security+, ITIL Foundation, CompTIA Network+, or CompTIA A+ can substitute 1 year of 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 Certified Information Systems Security Professional (CISSP) can substitute 2 years’ experience

• Experience reading or debugging code using Java, C, C++, .NET, Python, Shell, Perl, and/or JavaScript.
• Experience with Networking, Cloud technologies and of Systems: UNIX/Linux or Windows to include experience configuring and troubleshooting infrastructure.
• Working knowledge of any customer service ticketing system and Google Workspace Tools (Doc, sheets and Slides)
• Ability to read runbooks & playbooks to provide meaningful summaries to Customers
   

Preferred Qualifications:

• Google Cloud experience
• ServiceNow experience
• Experience with any of the following IaaS solutions: system virtualization, on-premise and/or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging and/or local and cloud storage.
• Experience with any of the following cloud storage solutions: SQL database administration, Google App Engine, open source software communities, cloud networking solutions and/or distributed computing technology.
• Understand networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.)
• Knowledge of basic web technologies (HTTP, HTML, DNS, etc.)
• Excellent customer service and communication skills (verbal and written)
   

Clearance Requirements:

• An active TS/SCI with Polygraph
   

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