Cloud Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Cloud Support Engineer based in United States.

This is a fully remote opportunity supporting a growing healthcare SaaS environment serving oncology centers, clinics, and health systems across the U.S.

You will act as a trusted technical point of contact, delivering Tier 1 and Tier 2 support while partnering closely with cloud, network, and reliability engineering teams.

The role combines application troubleshooting, AWS cloud support, healthcare network connectivity, and customer-facing technical problem solving.

You will investigate incidents spanning SaaS applications, cloud infrastructure, VPNs, firewalls, and customer networks.

You will also contribute to onboarding, proactive monitoring, knowledge management, and the development of scalable support practices.

The position is ideal for a technically curious professional who can navigate regulated healthcare environments and communicate confidently with both technical and clinical stakeholders.

You will play an important role in strengthening reliable, secure, and responsive technology experiences for healthcare organizations.

Accountabilities

• Serve as the primary technical contact for assigned healthcare customers, building trusted relationships with IT directors, network engineers, clinical leaders, and other stakeholders.
• Provide Tier 1 and Tier 2 technical support through phone, email, and ticketing systems, triaging incidents, diagnosing root causes, and coordinating timely resolution.
• Troubleshoot SaaS application performance issues and collaborate with senior reliability engineers to identify service degradation and determine appropriate escalation paths.
• Diagnose customer connectivity and network issues affecting application access, including VPN tunnel health, AWS routing, firewall rules, and related infrastructure.
• Coordinate directly with customer network and firewall teams, gathering technical information and asking informed questions about firewall rules, NAT configurations, VPN parameters, and network topology.
• Act as the liaison between healthcare IT teams and internal engineering resources, translating complex cloud and networking issues into clear, actionable information.
• Develop and maintain support playbooks, runbooks, and knowledge-base content covering healthcare-specific cloud networking and application troubleshooting scenarios.
• Support new customer onboarding by validating connectivity, coordinating VPN and firewall configuration, and completing go-live health checks.
• Proactively monitor customer health indicators such as connectivity, VPN status, and application performance, escalating emerging issues before they become customer-reported incidents.
• Partner with cloud network engineering resources during customer firewall coordination sessions and validate connectivity requirements against customer security policies.
• Document common healthcare network configurations, troubleshooting patterns, and recurring technical scenarios to strengthen organizational knowledge.
• Participate in an on-call rotation for critical customer incidents, with escalation support from senior reliability and network engineering resources.

Requirements

• AWS Certified Advanced Networking - Specialty or AWS Certified SysOps Administrator - Associate certification.
• 2+ years of Tier 1/Tier 2 technical support experience within healthcare IT environments such as hospitals, clinics, or health systems.
• Strong understanding of healthcare network infrastructure, security, and technical support requirements in regulated environments.
• Working knowledge of Cisco ASA firewalls; familiarity with Fortinet and Palo Alto environments is a plus.
• Understanding of firewall rule configuration, site-to-site VPN fundamentals, and how healthcare networks connect securely to external cloud applications.
• Experience supporting oncology centers, radiation therapy departments, or similar clinical IT environments is strongly preferred.
• Experience supporting Epic EHR, Oncology Information Systems (OIS), or other healthcare applications is advantageous.
• Understanding of AWS cloud networking concepts, including VPCs, VPN connectivity, firewalls, and cloud-based routing.
• Experience troubleshooting connectivity between hospital networks and cloud environments is preferred.
• Strong systematic troubleshooting methodology, with the ability to investigate problems across application, cloud infrastructure, and customer network layers.
• Excellent communication skills and the ability to explain technical concepts to non-technical clinical users while communicating confidently with experienced IT and network professionals.
• Professional demeanor, strong customer service orientation, and a collaborative approach to problem resolution.
• Experience using ticketing systems, knowledge-base platforms, and technical documentation practices.
• Ability to work independently in a remote environment, manage priorities effectively, and accommodate time-zone flexibility for a U.S.-based customer base.
• Willingness to collaborate with and appropriately escalate issues to senior engineers.
• Demonstrated initiative and interest in developing and owning support processes, documentation, and playbooks in a rapidly growing organization.
• Ability to participate in customer-facing video interviews using Microsoft Teams or a comparable conferencing platform.

Benefits

• Salary: $90,000-$105,000 per year.
• Comprehensive healthcare benefits.
• 401(k) retirement plan.
• Paid time off.
• Additional employer-sponsored benefits.
• Fully remote work within the United States.
• Opportunity to work at the intersection of healthcare technology, cloud infrastructure, and clinical IT.
• Exposure to AWS, cloud networking, healthcare applications, and enterprise customer environments.
• Collaborative environment with Site Reliability and Cloud Network Engineering professionals.
• Opportunity to help establish scalable support processes, playbooks, and best practices as the organization grows.
• Customer-facing role with meaningful impact on the reliability of technology used by healthcare organizations.