[Remote] Cloud Support Engineer

Note: The job is a remote job and is open to candidates in USA. Cloud@Work provides expert Sage application hosting, cloud technology, and managed infrastructure solutions for business customers. The Cloud Support Engineer delivers advanced remote technical support across hosted desktops, servers, networks, identity, backups, and application-adjacent infrastructure, resolving escalated incidents, documenting root causes, and collaborating with internal teams to improve service delivery.

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 escalate 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

Skills

• * 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 escalate 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
• * Experience supporting IaaS in private cloud environments; public cloud exposure, especially Azure, is preferred
• * Microsoft certifications, VMware/VCP certification, Azure certifications, or equivalent hands-on experience are preferred

Benefits

• Bonus in accordance with the terms of the Company's plan
• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.

Company Overview