Command & Control Engineer

Cloud Fit Command and Control Engineers (CCEs) protect our customers’ interests 24x7x365 as they backstop our Cloud Fit Software Automation. Cloud Fit CCEs engage with customers in critical situations;
Cloud Fit CCEs must be comfortable working with our executives in a fast-paced environment. Cloud Fit CCEs will interface with customers' business, development, and operations via phone, tickets, and email.

Monitoring & Operational Response

• Monitor and backstop Cloud Fit automation in a 24x7x365 operational environment.
• Respond quickly and decisively to alerts, service disruptions, and emerging issues, escalating when needed.
• Maintain awareness of customer impact and follow established security, incident, and communication protocols.

Customer & Stakeholder Communication

• Engage customers through phone, email, and IT support tickets with professionalism, empathy, and clear next steps.
• Communicate proactively and reactively with customers and Cloud Fit leaders during critical situations.
• Keep stakeholders informed when information is incomplete, priorities shift, or an issue requires escalation.

Incident Coordination

• Support Major Incident Bridges by organizing information, communicating status, and helping drive the response forward.
• Prioritize competing work appropriately and maintain accurate incident notes, ticket updates, and handoffs.
• Partner with teammates and technical escalation groups to move issues toward resolution.

Learning & Continuous Improvement

• Build proficiency with monitoring, ticketing, cloud, automation, networking, and cybersecurity concepts used by the team.
• Use quieter operational periods productively for training, documentation, process improvement, and certification progress.
• Apply feedback, share knowledge, and strengthen readiness for increasingly complex work.

During the first 6 months, you will:

• Complete role training and demonstrate reliable use of monitoring, ticketing, escalation, security, and customer communication procedures for your assigned shift.
• Manage routine alerts and customer interactions with support, document actions clearly, and elevate issues with the appropriate context and urgency.
• Contribute effectively during incidents by following established processes, prioritizing assigned work, and communicating status clearly.
• Build a foundational understanding of the hardware, software, networking, cloud, and automation concepts used in Command & Control operations.

During Months 6 Through 18, You Will:

• Independently manage routine alerts, customer communications, ticket updates, and shift handoffs with consistent quality.
• Recognize common issue patterns, complete initial troubleshooting, and determine when additional support or escalation is needed.
• Handle a broader range of customer issues, strengthen your technical troubleshooting skills, and work confidently across phone, email, and ticketing channels.

Longer term, you will continue developing the technical capability, operational judgment, and independence needed to manage more complex customer issues and take on greater responsibility during incident response.

• Strong customer service skills and the ability to communicate professionally with customers and teammates.
• High technical aptitude and an interest in learning monitoring, ticketing, cloud, automation, networking, and cybersecurity concepts.
• Adaptability and flexibility to manage changing priorities in a fast-paced, 24x7x365 environment.
• Ability to follow established processes, document work clearly, and elevate concerns when needed.
• Strong verbal, written, and interpersonal communication skills.
• An ownership mindset, attention to detail, and willingness to learn through feedback and hands-on…