Cloud Support Engineer

Ampcus, Inc
United States, North Carolina, Raleigh
May 30, 2025
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team. Job Title: Cloud Support Engineer Location(s): Raleigh, NC Description: We believe exceptional technology is powered by extraordinary people. As a growing leader in secure, reliable, managed cloud solutions, we help SMBs and enterprises simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure, and Google and a complete set of private cloud and cybersecurity solutions, we help companies turn technology into their most significant competitive advantage. As part of the family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. What You'll Do: As a Cloud Support Engineer, you'll play a pivotal role in ensuring the stability, security, and performance of our customers' cloud environments. You'll manage support tickets, troubleshoot critical issues, implement technical updates, and contribute to knowledge sharing across teams. Key Responsibilities: Maintain and support multiple customer environments. Manage and update ticket backlog according to internal SLAs and policies. Identify and escalate critical issues through appropriate channels for rapid resolution. Communicate directly with customers via phone, email, and ticketing systems to provide a high-touch support experience. Collaborate with cross-functional teams-including other engineers, account teams, and project managers-to solve complex issues. Deliver effective technical solutions and ensure long-term resolution and high customer satisfaction. Proactively learn new technologies and share findings with the team. Liaise with vendors as necessary to ensure timely and effective problem resolution. Create, update, and review internal Knowledge Base Articles (KBAs). Provide technical mentorship and guidance to Skill PODs (peer operating divisions). Conduct technical reviews for change requests (RFCs) from fellow engineers. Ensure client environments are current, secure, and fully compatible (e.g., OS patches, application versions, VMware tools). Execute updates to Long-Term Stable Releases (LTSR), Cumulative Updates (CU), and apply security patches. Independently troubleshoot and implement advanced technical solutions. Who You Are You're a proactive, detail-oriented engineer with a strong background in cloud infrastructure and technical support. You thrive in dynamic environments and enjoy the challenge of resolving complex issues. You bring a customer-first mindset and the technical depth required to support modern cloud environments. Qualifications: Demonstrated experience with cloud platforms (AWS, Azure, Google Cloud, or private cloud solutions). Strong troubleshooting and problem-solving skills across server environments, networking, and virtualization technologies. Excellent communication skills-both written and verbal. Ability to independently research and learn new tools and technologies. Experience with ITSM/ticketing systems. Familiarity with IT security, patch management, and LTSR/CU upgrades. Comfortable mentoring peers and reviewing technical work. Preferred: Certifications in cloud technologies (e.g., AWS Certified Solutions Architect, Microsoft Azure Administrator). Experience with VMware, Citrix, or similar technologies. Exposure to scripting/automation tools (PowerShell, Python, etc.). Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.