Cloud Technology

Cloud Technology Support Jobs

4 jobs found

Today

Tier 1 Help Desk

Accenture Federal Services Colorado Springs, CO

Colorado Springs, CO

Today

$89k - $170k/yr Full time Active Directory Application Security Argocd

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Job Description

Support the first line of technical assistance for employees and customers in an Agile IT environment.

Responsibilities

Respond to incoming help desk requests via phone, email, chat, or the ticketing system
Perform Tier 1 troubleshooting for hardware, software, network, and account related issues
Document each interaction, including steps taken and resolution details, directly in the ticketing system
Resolve issues when possible; for unresolved or complex problems, escalate to Tier Two or specialized support teams
Assist with password resets, account unlocks, and basic user administration tasks
Walk users through step-by-step solutions in a clear and patient manner
Follow established procedures, SLAs, and escalation paths
Monitor system alerts and report potential issues to senior staff
Participate in Agile ceremonies as required, including standstands, retros, and sprint planning

Requirements

1+ year experience supporting a technical Help Desk, including work with Active Directory and User Permissions, software patch management, computer hardware, operating systems, and/or common business applications
Demonstrated ability to troubleshoot basic technical issues using documented procedures
Ability to meet DoD 8570 IAT II requirements by obtaining Security+ or higher within 90 days of hire
Active TS/SCI clearance or higher required

Technologies

Active Directory
Security+
Linux scripting
GitLab
Jira
Confluence
ArgoCD
AWS
Terraform
Kubernetes

Bonus Points

Experience with Linux scripting, GitLab, Jira & Confluence, ArgoCD, AWS, Terraform, Kubernetes, and/or Agile practices
CompTIA A+ or Network+ (or similar certifications)
Strong communication skills and a customer first mindset

Location & Salary

Location: Colorado Springs, CO (onsite)
Salary: USD 89,000 - 170,200 per year

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4d ago

Database Technical Support Engineer/DBA

VeloDB INC Sunnyvale, CA

Sunnyvale, CA

4d ago

$96k - $144k/yr Full time Analytics Apache Doris Application Support

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Job Description

VeloDB INC is hiring an experienced Database Technical Support Engineer/DBA to support enterprise customers running mission-critical VeloDB / Apache Doris deployments in production.

Responsibilities

Provide technical support to enterprise customers using VeloDB / Apache Doris in production environments
Diagnose and resolve issues across deployment, configuration, operation, performance, and availability
Troubleshoot distributed database clusters, including:
- SQL execution
- Data ingestion
- Storage and networking problems
- System resource issues
Lead root cause analysis (RCA) for complex production incidents and deliver clear technical recommendations
Support installation, upgrades, migrations, backup & recovery, and high availability configurations
Analyze and optimize SQL queries, schemas, partitions, indexes, and system configurations to improve performance
Work directly with customers to understand technical issues, manage support cases, and drive them to resolution
Collaborate with VeloDB engineering and R&D teams to reproduce issues, identify bugs, and improve product reliability
Create technical documentation, troubleshooting guides, and internal knowledge-base articles
Participate in escalation and on-call support when needed

Requirements

5+ years of experience in database administration, database engineering, production engineering, or technical support
Hands-on experience with distributed or analytical databases
Strong knowledge of SQL and Linux
Experience managing and troubleshooting production database clusters
Strong understanding of distributed systems, high availability, fault tolerance, backup & recovery, and database performance optimization
Strong troubleshooting and root-cause analysis skills
Ability to communicate effectively with customers and engineering teams
Comfortable working independently in a remote environment

Technologies

VeloDB, Apache Doris, SQL, Linux
ClickHouse, StarRocks, Teradata, Greenplum, Vertica
AWS, GCP, Azure
Kubernetes, Kafka, Flink, Spark
Prometheus, Grafana

Benefits

401(k)
Flexible schedule
Paid time off

Location: Sunnyvale, CA (hybrid)

Salary: USD 96,000 - 144,000 per year

Preferred Qualifications

Experience with Apache Doris / VeloDB or analytical platforms such as ClickHouse, StarRocks, Teradata, Greenplum, Vertica, or similar
Experience with AWS, GCP, or Azure
Familiarity with Kubernetes and containerized database deployments
Experience with data ecosystem technologies such as Kafka, Flink, or Spark
Familiarity with monitoring tools such as Prometheus and Grafana

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7d ago

Head of Technical Support

ResolveAI San Francisco, CA

San Francisco, CA

7d ago

Full time Manager Ai Customer Support Application Security

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Job Description

ResolveAI is seeking a hands-on technical support leader to build a first-of-its-kind AI-first, 24x7 global support function.

Responsibilities

Design and launch the support operating model, including:
- 24x7 global coverage approach
- Severity levels
- Response and resolution targets
- Escalation paths
- On-call rotations
- Follow-the-sun handoffs
Translate the operating model into service commitments for customer contracts.
Build an AI-first support experience using Resolve and AI agents to:
- Triage, diagnose, and resolve cases
- Deflect common issues via self-service and documentation
- Design agent-to-human handoff that preserves customer context
- Increase the share of cases resolved without human intervention
Work the queue early on and own cases end-to-end:
- Triage and gather diagnostics
- Troubleshoot across integrations, cloud environments, and Kubernetes
- Keep the case record accurate
- Communicate clearly with customers through resolution
Ensure every case has a clear owner with documented impact, investigation, and resolution, including during high-severity incidents affecting customer production.
Run a tight loop with Engineering:
- Separate configuration and usage issues from true product defects
- Raise well-evidenced Linear tickets with clear customer impact
- Provide evidence so the assigned Deployment Engineer can oversee the fix and verify it in the customer workflow
Partner with the account team by:
- Engaging the technical account team when implementation context is needed
- Sharing case trends and customer-impact context
- Flagging accounts where support patterns indicate adoption or renewal risk
Define and report on key support metrics, including:
- Response and resolution times
- SLA attainment
- AI resolution rate
- Backlog health
- CSAT
- Case drivers
- Convert recurring themes into product, documentation, and onboarding improvements
Build the team:
- Develop staffing and coverage model
- Determine where humans add the most value
- Hire, onboard, and lead support engineers across regions as volume and global footprint grow

Requirements

8+ years in technical support, support engineering, or SRE/production engineering roles
3+ years leading a support function or team for a developer, infrastructure, observability, or B2B SaaS product
Experience building a support function from early stage, including:
- Defining SLAs and severity models
- Standing up tooling
- Designing 24x7 or follow-the-sun coverage for enterprise customers
Strong hands-on technical depth in production infrastructure:
- AWS (especially)
- Kubernetes
- Networking and authentication (SSO/SAML)
- Observability tools such as Datadog, Grafana, Prometheus, Splunk, and OpenTelemetry
Ability to dig into logs and reproduce a customer’s problem
Active power user of AI agents and coding tools (e.g., Claude Code, Codex, Cursor), including experience with prompting, context engineering, and critical evaluation of LLM output
Proven experience handling high-severity customer incidents calmly, with clear communication to engineers and executives and ongoing customer updates when the answer is not yet known
Experience collaborating with Engineering on defect triage and escalation, and with Sales and post-sales teams on account health
Data-driven approach: define support metrics, build reporting, and use data to guide staffing, product, and process decisions
Strong ownership mindset for early-stage ambiguity and playbook-building

Technologies

AWS
Kubernetes
SSO
SAML
Datadog
Grafana
Prometheus
Splunk
OpenTelemetry
Resolve
Claude Code
Codex
Cursor
Linear

Nice to Have

Experience supporting AI/ML or LLM-based products
Experience supporting global enterprise customers, including contractual support terms and compliance requirements (e.g., SOC 2)
Scripting experience in Python, TypeScript, or Go for support automation and tooling
Experience building self-service knowledge bases or developer documentation

Location: San Francisco, CA (onsite)

Minimum experience: 8 years

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3mo ago

IT Field Service Help Desk Technician

HCL Technologies Limited - Business Services New York, NY

New York, NY

3mo ago Closed

$49k - $88k/yr Full time Cloud Technology End User Support Field Service

This position is no longer accepting applications (closed Aug 3, 2026).

Job Description

Based in New York City, this onsite IT and OT field service role supports critical operations for HCL Technologies Limited - Business Services. The position combines hands-on field service, incident management, and preventive maintenance, serving as the site single point of contact and coordinating with remote teams to minimize downtime. The compensation ranges from USD 49,000 to 88,000 per year, and candidates should bring at least five years of dedicated deskside or onsite IT experience.

Responsibilities

Act as the Site SPOC for P1 and P2 incidents, coordinating with the Critical Incident Manager.
Triaging and assigning site alerts and incidents.
Provide hands-on support for break-fix issues that cannot be resolved remotely.
Adhere to SLAs defined in the project scope.
Apply ITIL concepts and follow ITIL workflow processes.
Conduct daily site walkthroughs and routine checks.
Maintain and update the site’s knowledge base and manuals.
Perform routine maintenance and preventive checks to sustain the health of critical IT systems.
Assist in planned change management activities requiring on-site presence.
Bridge between L2/L3 support teams and business stakeholders.
Engage and escalate IT issues impacting business operations.
Coordinate and shadow dispatch engineers during work completion.
Report to the Track Lead or Team Lead at the site.
Handle tickets and requests to troubleshoot reported problems and take corrective actions.
Troubleshoot technical issues as they arise.
Attend operations-related meetings and participate in site reviews with the SPOC.
Attend meetings with vendors and OEMs on open actions and participate in project support meetings.

Requirements

Minimum five years of hands-on deskside/onsite support or local IT engineering experience.
Strong Microsoft operating system installation and troubleshooting skills (Windows 10, Windows 11, Mac OS X).
Experience providing hands-on support for network and data center equipment and devices.
Familiarity with IT-OT systems (SCADA, PLC, HMI), industrial networking, and Windows-based engineering workstations.
ServiceNow experience for SLA tracking and ticket management.
Proficiency with RF scanners and industry-label printers (Zebra, etc).
Hands-on experience handling data center hardware.
Knowledge of virtualization, networks, storage servers, backups, VMs, and cloud technology.
Strong customer service skills and the ability to handle unforeseen situations.
Knowledge of ITIL ticketing tools such as ServiceNow and BMC Remedy, and ITIL concepts including change, problem, incidents, and service requests.

Technologies

ServiceNow
BMC Remedy
Windows 10
Windows 11
Mac OS X
SCADA
PLC
HMI
RF scanners
Zebra label printers
Virtualization
Storage servers
Backups
VMs
Cloud technology
Data center hardware
MS Office

Benefits

401(k)
Dental insurance
Flexible schedule

Job Description

Provide dedicated on-site IT and OT support to ensure seamless operations, rapid incident resolution, and proactive maintenance at client sites. Serve as the primary point of contact for local IT/OT issues and coordinate with remote teams for escalations.

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Cloud Technology Support Jobs

Tier 1 Help Desk

Database Technical Support Engineer/DBA

Head of Technical Support

IT Field Service Help Desk Technician

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