Cloud Support Engineer

About the role

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 Workspaces, 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. AppGate) 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

Requirements

• 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 Workspaces)
• 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 AppGate or similar software-defined perimeter / ZTNA VPN solutions
• Hands-on experience with AWS Workspaces 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, ServiceNow, 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 ambitions a reality

Benefits

Additional Information

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 * * *

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