Cloud Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical liaison for designated customers, establishing trust with customer IT directors, network engineers, and clinical leadership.

• Deliver Tier 1/Tier 2 technical assistance through phone, email, and a ticketing system.

• Assess issues, identify root causes, and collaborate on solutions with the Principal SRE and Cloud Network Engineers.

• Resolve SaaS application performance issues and escalate any degradation as necessary.

• Diagnose customer connectivity and network issues, such as VPN tunnel health, AWS routing validation, and firewall rule challenges.

• Collaborate with customer firewall and network teams during the troubleshooting process.

• Serve as a liaison between customer health system IT departments and internal engineering teams.

• Collect diagnostic data, confirm customer network topology, and articulate complex cloud networking challenges clearly.

• Create and sustain healthcare-focused cloud networking support playbooks and runbooks.

• Assist with new customer onboarding, initial connectivity validation, VPN setup, and go-live health checks.

• Monitor connectivity status, VPN tunnel health, and application performance proactively.

• Notify SRE and Network Engineering teams of emerging issues before they are reported by customers.

• Collaborate with the Cloud Network Engineer during customer firewall coordination calls.

• Validate connectivity requirements against customer firewall policies.

• Build and maintain a healthcare-specific support knowledge base.

• Document network configurations and troubleshooting trends for oncology centers.

• Participate in an on-call rotation for urgent customer incidents.

⛳️ Requirements

• AWS Certified Advanced Networking – Specialty OR AWS Certified SysOps Administrator – Associate.

• A minimum of 2 years of Tier 1/Tier 2 technical support experience in healthcare IT environments (hospitals, clinics, health systems).

• Strong knowledge of healthcare network infrastructure and security; adept at troubleshooting within regulated healthcare settings.

• Proficient with Cisco ASA firewalls; familiarity with Fortinet and Palo Alto environments is an advantage.

• Understanding of firewall rule configuration, VPN tunnel establishment (Site-to-Site VPN basics), and how healthcare networks connect to external cloud services.

• Experience supporting oncology centers, radiation therapy departments, or similar clinical IT environments is highly preferred.

• Familiarity with Epic EHR, OIS (Oncology Information Systems), or other healthcare applications.

• Knowledge of cloud networking principles: VPN connectivity, AWS VPCs, firewalls, and routing (cloud-based, not traditional BGP/OSPF).

• Prior experience troubleshooting connectivity issues between hospital networks and cloud environments is preferred.

• Strong troubleshooting skills; ability to systematically address multi-layer problems (application, cloud infrastructure, customer network).

• Excellent communication abilities; capable of translating technical concepts for non-technical clinical staff and engaging authoritatively with experienced hospital IT directors and network engineers.

• Professional demeanor and a strong focus on customer service.

• Experience with ticketing systems, knowledge base tools, and technical documentation practices.

• Comfortable working in a remote setting with self-management and time-zone flexibility for a U.S. customer base.

• Collaborative attitude; willing to escalate appropriately and work alongside senior engineers.

• Eager to develop and manage support processes and playbooks in a rapidly expanding organization.

• Qualified candidates will participate in interviews via Microsoft Teams or another video conferencing platform.

🏝️ Benefits

• Health benefits.

• 401(k) plan.

• Paid time off.

• Additional company-sponsored benefits.