[Remote] Cloud Support Engineer

Note: The job is a remote job and is open to candidates in USA. CACI International Inc is seeking a Tier 1 / Tier 2 Cloud Support Engineer to support their Enterprise Cloud Solutions customers. The role involves providing frontline support for end-users, troubleshooting various cloud-related issues, and collaborating with a team of cloud professionals to ensure high-quality assistance.ResponsibilitiesServe as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hoursHandle routine service requests including password resets, permissions/access requests, and account provisioningTroubleshoot and resolve issues with AWS Workspaces, including connectivity, performance, and configuration problemsEscalate and track complex incidents using the team's ticketing system, ensuring accurate documentation and timely follow-upAssist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problemsSupport VPN-related inquiries and connectivity issues (i.e. AppGate) for remote end-usersPerform initial cloud networking diagnostics and assist with escalations related to routing, DNS, and firewall accessDocument recurring issues and contribute to the internal knowledge base to reduce repeat ticket volumeCollaborate with senior cloud engineers and operations staff to resolve complex or multi-tier incidentsCommunicate clearly and professionally with end-users at varying levels of technical proficiencyParticipate in team standups and contribute to continuous improvement of support processesSkillsAssociate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent practical experience3+ 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 platformsFamiliarity 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 troubleshootingStrong written and verbal communication skills with a customer-first mindsetAbility to clearly document issues, steps taken, and resolutions in a ticketing systemAbility to multitask across phone, IM, and email support channels in an environment with SLAsExperience administering Linux/Unix and Windows systems, including common tasks such as user management, file permissions, service configuration, and log reviewAbility to perform basic infrastructure and systems administration tasks in support of a managed cloud environmentThe desire and ability to learn new technologies and toolsExperience with AppGate or similar software-defined perimeter / ZTNA VPN solutionsHands-on experience with AWS Workspaces administration and troubleshootingFamiliarity with cloud networking concepts such as VPC routing, security groups, DNS, and firewall rulesExperience with Okta administration including user lifecycle management, MFA configuration, and SSO integrationsExposure to ITSM / ticketing platforms such as Zendesk, ServiceNow, Jira Service Management, or similarFamiliarity with Docker and containerized workloads, including basic container lifecycle management and troubleshootingCompTIA A+, Network+, Cloud+, AWS Cloud Practitioner, or equivalent entry-level certificationBenefitsFlexible time off benefitHealthcareWellnessFinancialRetirementFamily supportContinuing educationTime off benefitsLearning and development opportunitiesCompany OverviewAt CACI International Inc (NYSE: CACI), our 27,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security. It was founded in 1962, and is headquartered in Arlington, Virginia, USA, with a workforce of 10001+ employees. Its website is https://www.caci.com.Company H1B SponsorshipCACI International Inc has a track record of offering H1B sponsorships, with 2 in 2025, 3 in 2024, 3 in 2023, 4 in 2022, 2 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.