Cloud Support Engineer Security Clearance

Position: Cloud Support Engineer with Security Clearance
Job Details Cloud Support Engineer Requirements - Active TS/SCI w/FSP We are seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. This role combines technical troubleshooting with customer advocacy, serving as a key resource for diagnosing client-reported issues, coordinating high-priority outage mitigation, and driving continuous improvement across Microsoft 365 cloud services. The ideal candidate will bring customer-service focused professionalism to manage escalations, analytical skills to create root-cause analyses, and technical ability to evaluate evolving support needs.

Key Responsibilities
* Customer Support & Case Management
* Utilize all incident management systems to document ticket resolution information from multiple data sources
* Monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements
* Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
* Update support cases to reflect accurate metrics
* Facilitate clear communication between stakeholders
* Technical Troubleshooting & Problem Resolution
* Conduct validation testing according to Troubleshooting Guides
* Manage and maintain workstation systems used for daily operations
* Troubleshoot client issues using documented approaches to identify and resolve common issues
* Knowledge Management & Continuous Improvement
* Identify opportunities for optimization and automation
* Support technical documentation and troubleshooting procedure updates
* Provide detailed status updates via email and ticketing systems
* Support root-cause analyses, ad-hoc metrics, and data discovery requests Location / Schedules
* Redmond, WA / Schedules are fixed 10-hour shifts with 2 options: SUN-WED or WED-SAT
• Days: 5AM-330PM PT
• Swings: 1PM-10PM PT
• Nights: 9PM-7AM PT

Minimum Qualifications
* US Citizen with BS in Computer Science or other technical discipline is preferred.
* 3+ years of experience in technical support or engineering roles supporting enterprise environments
* 1+ years of hands-on experience with Microsoft 365/Office 365 platform and services Clearance Requirement
* Must have/maintain an active TS/SCI w/FSP clearance throughout employment

Preferred Qualifications
* Microsoft certifications (AZ-900, MS-900, or equivalent) - required to obtain one within 6 months of start
* Security certifications (SEC+ or equivalent) - required to obtain one within 6 months of start
* Experience with root-cause analysis and trend identification
* Experience with monitoring tools
* Able to quickly learn customer scenarios or new service scenarios
* Strong documentation skills and commitment to knowledge sharing Job Specific Skills
* Outstanding customer service skills with experience resolving issues in a high-pressure situation
* Strong technical troubleshooting and debugging expertise
* Experience conducting validation testing to ensure system integrity and performance
* Strong written and verbal communication skills with a strong sense of empathy towards customers
* Ability to take ownership of customer concerns, proactively coordinating with appropriate teams to drive resolution and maintain clear communication throughout
* Proven ability to monitor multiple communication channels (e.g. phone, email, Teams) and respond to meet SLA/KPI requirements Other Job Specific Skills
* Experience with system administration support tools such as Windows/Linux
* Experience supporting a cloud-based environment
* Strong interpersonal skills
* Strong oral and written communication skills
* Experience in supporting Cloud based environment and tools such as Azure/AWS
* Experience analyzing, troubleshooting, and providing solutions for technical issues
* Ability to problem solve and collaborate with team members
* Strong organizational and multi-tasking skills
* Strong in technical communications with both technical and non-technical peers
* Able to maintain professionalism under pressure
* Strong customer focus #cjpost

Job Requirements:

* Provide computer hardware, software and network technical support…