Cloud Support Engineer

Location: Chicago, IL (hybrid)

Type: Direct hire

Schedule: 24x7 support rotation

About the Opportunity: We are seeking a Cloud Support Engineer to join a growing cloud infrastructure and operations team supporting enterprise customer environments. This is a hands-on role focused on AWS infrastructure operations, incident response, troubleshooting, monitoring, and continuous improvement. You’ll be responsible for responding to alerts and support requests, resolving infrastructure issues within established SLAs, and communicating clearly throughout the incident lifecycle. The team is also focused on identifying recurring issues and improving monitoring, documentation, runbooks, and infrastructure reliability. There is potential for the role to expand into cloud security operations as the organization continues to grow.

What You’ll Do: Respond to infrastructure monitoring alerts and customer support requests. Acknowledge, triage, classify, and resolve incidents within established SLA timeframes. Troubleshoot AWS environments across:

• EC2ECS/EKSRDSLambdaALB/NLBS3CloudWatchRoute 53VPC networking
• Follow established runbooks and execute approved remediation procedures.
• Escalate issues appropriately when they exceed defined authority or require additional technical or customer input.
• Provide clear and proactive status updates throughout the incident lifecycle.
• Manage AWS Support cases and coordinate technical resolution activities.
• Participate in a 24x7 on-call rotation.
• Document incident timelines, troubleshooting steps, actions taken, and root-cause findings.
• Configure and maintain monitoring dashboards, alerts, and integrations using Datadog and/or CloudWatch.
• Identify recurring issues and recommend improvements to runbooks, monitoring, processes, and infrastructure.
• Collaborate with cloud architecture and engineering teams on operational improvement initiatives.

Required Qualifications: AWS Solutions Architect certification — Associate or Professional. Hands-on experience operating within AWS environments, including multi-account environments and cross-account IAM role assumption. Hands-on experience with Infrastructure as Code, particularly Terraform and/or Cloud Formation. Experience with reactive technical support, including alert response, incident triage, severity classification, and SLA-driven operations. Strong troubleshooting skills across AWS compute, networking, storage, and database services. Experience with monitoring and alerting platforms such as Datadog, CloudWatch, PagerDuty, or equivalent. Strong written and verbal communication skills, particularly during high-priority incidents and technical bridge calls. Ability to identify patterns across recurring incidents and proactively recommend solutions.

Strongly Preferred: Experience configuring and administering Datadog, including agents, custom metrics, monitors, dashboards, integrations, and alert routing. Experience with CrowdStrike Falcon, including deployment, policy configuration, detection triage, or response workflows. Experience in SOC/security operations, threat detection, endpoint protection, or security incident response.

Nice to Have: Additional AWS certifications, such as:

• AWS SysOps AdministratorAWS DevOps EngineerAWS Security Specialty
• Experience with container orchestration, including ECS or EKS.Experience with FinOps or AWS cost optimization.
• Background in a NOC, operations center, or structured escalation environment.
• Familiarity with AWS security services such as GuardDuty, Security Hub, CloudTrail, or IAM Access Analyzer.
• Why Consider This Opportunity?