Cloud Support Engineer

Job Title:

Cloud Support Engineer

Job Category:
Information Technology

Time Type:
Full time

Minimum Clearance Required to Start:
None

Employee Type:
Regular

Percentage of

Travel Required:

None

Type of Travel:
None

* *
* *
* The Opportunity:

*
* CACI is seeking a Tier 1 / Tier 2 Cloud Support Engineer to support our Enterprise Cloud Solutions customers. This role operates during East Coast business hours and serves as the frontline point of contact for end-user support via phone, instant messaging, and email. You will work alongside a collaborative team of cloud professionals to ensure our customers experience minimal disruption and receive timely, high-quality assistance.

Day-to-day responsibilities range from handling routine service requests - such as password resets, access provisioning, and AWS Workspace troubleshooting - to progressively more complex tasks including cloud networking diagnostics, identity and access management issues, and VPN support. This is an excellent opportunity for a motivated support professional to grow their cloud skills in a structured, mission-focused environment.

** Responsibilities:*
* + Serve as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hours

+ Handle routine service requests including password resets, permissions/access requests, and account provisioning

+ Troubleshoot and resolve issues with AWS Work spaces, including connectivity, performance, and configuration problems

+ Escalate and track complex incidents using the team's ticketing system, ensuring accurate documentation and timely follow-up

+ Assist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problems

+ Support VPN-related inquiries and connectivity issues (i.e. App Gate) for remote end-users

+ Perform initial cloud networking diagnostics and assist with escalations related to routing, DNS, and firewall access

+ Document recurring issues and contribute to the internal knowledge base to reduce repeat ticket volume

+ Collaborate with senior cloud engineers and operations staff to resolve complex or multi-tier incidents

+ Communicate clearly and professionally with end-users at varying levels of technical proficiency

+ Participate in team standups and contribute to continuous improvement of support processes

*
* Qualifications:

*
* *
* Required:

*
* + Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience

+ 3+ years of experience in a help desk, IT support, or cloud support role (Tier 1 or Tier
2)

+ Availability to work East Coast business hours (9:00 AM - 5:00 PM ET window)

+ Experience supporting end-users via phone, email, and IM-based ticketing platforms

+ Familiarity with cloud environments, particularly AWS (e.g., EC2, VPC, IAM, AWS Work spaces)

+ Working knowledge of identity and access management concepts and tools (e.g., Okta, Active Directory, SSO, MFA)

+

Experience with VPN client support and basic network connectivity troubleshooting

+ Strong written and verbal communication skills with a customer-first mindset

+ Ability to clearly document issues, steps taken, and resolutions in a ticketing system

+ Ability to multitask across phone, IM, and email support channels in an environment with SLAs

+ Experience administering Linux/Unix and Windows systems, including common tasks such as user management, file permissions, service configuration, and log review

+ Ability to perform basic infrastructure and systems administration tasks in support of a managed cloud environment

+ The desire and ability to learn new technologies and tools

** Desired:*
* +

Experience with App Gate or similar software-defined perimeter / ZTNA VPN solutions

+ Hands-on experience with AWS Work spaces administration and troubleshooting

+ Familiarity with cloud networking concepts such as VPC routing, security groups, DNS, and firewall rules

+

Experience with Okta administration including user lifecycle management, MFA configuration, and SSO integrations

+ Exposure to ITSM / ticketing platforms such as Zendesk, Service Now, Jira Service Management, or similar

+ Familiarity with Docker and containerized workloads, including basic container lifecycle management and troubleshooting

+ CompTIA A+, Network+, Cloud+, AWS Cloud Practitioner, or equivalent entry-level certification

- ** What You Can Expect:*
* ** A culture of integrity.*
* At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

** An environment of trust.*
* CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your…