CloudOps Technician

Job Description
Job Description
Duties and Responsibilities
Job Title: CloudOps Technician
Department: CloudOps
Prepared By: Manager, CloudOps
Reports To: Manager, CloudOps
Date: 30-Sep-2026
A. Job Description Objective
This role delivers operational and customer support for Software-as-a-Service (SaaS) offering.
This role works directly on customer support tickets and service requests involving customerspecific AWS environments.
The customers are global in all time zones, running 24x7x365. Customers are highly regulated,
requiring our SaaS Cloud Operations compliance to strict regulations.
This role supports and maintains cloud-hosted customer application environments deployed in
AWS. These AWS environments include EC2, RDS SQL, S3, Application Load Balancers,
Network Load Balancers, customer-dedicated VPCs, and associated networking and security
services.
The position performs critical work, coordinates directly with customers, follows established
procedures and change controls, and escalates issues as appropriate to the Manager, Team Lead,
or other technical teams.
B. Primary Job Objectives
• Monitor, manage, and support customer SaaS production and non-production applications hosted
in AWS.
• Tickets: Receive, investigate, document, update, and resolve customer support tickets in
accordance with established support processes and service-level expectations.
• Communicate professionally, timely and clearly with customers regarding ticket status, required
information, planned activities, maintenance windows, and resolution details.
• Application Maintenance: Perform approved application maintenance activities, including
patching, updates, upgrades, refreshes, clones, and deployment and promotion of approved
customer changes through Development, Test, and Production environments.
• Execute: Support and validate backup, restore, and high-availability procedures for customer
environments.
• Troubleshoot: Assist with the operational management and troubleshooting of AWS services,
including EC2, RDS, S3, VPC, public and private subnets, Application Load Balancers, Network
Load Balancers, PrivateLink, Site-to-Site VPN, and AWS WAF. Support customer-specific network
and security configurations, including VPC connectivity, Security Groups, Network ACLs, IP
allowlisting, SSL/TLS, and controlled administrative access patterns.
• Troubleshoot service tickets and issues and collaborate with professional services, engineering,
application support, security, and development teams as needed.
• SOP: Follow documented standard operating procedures, security practices, changemanagement processes, and escalation paths.
• Hours: Participate in scheduled maintenance activities and, when required, support work outside
normal business hours.
C. Minimum Qualifications:
I. Technical Skills
• Customer Focus: Provides responsive, professional support and clear communication to
customers.
• Communication: Proficient in US English, both written and spoken.
• Education, Experience: Associate degree, bachelor’s degree, technical certification, or equivalent
relevant experience in information technology, cloud operations, systems administration, or a
related discipline.
• SaaS: Experience supporting SaaS applications and IaaS infrastructure in a production
environment together with non production.
• Change Management: Experience with change management of Infra, application deployment,
release management, patching, or upgrade activities.
• AWS: Working knowledge of AWS services and cloud operations, including Amazon EC2, Amazon
RDS, Amazon S3, Amazon VPC, public and private subnets, Application Load Balancers,
SSL/TLS, and high-availability architectures.
• Network: Experience supporting AWS networking and private connectivity, including VPCs, load
balancers, PrivateLink, VPN connectivity, security controls, and customer-specific network
configurations, Network Load Balancers, AWS PrivateLink, Site-to-Site VPN connectivity, AWS
Client VPN, AWS WAF, Security Groups, Network ACLs,.
• OS: Basic understanding of Windows and/or Linux server administration.
• Tickets: Experience using a ticketing system to manage incidents, requests, updates, and
customer communication.
• Attention to Detail: Recognizes the importance of accuracy when working with production
customer systems and data.
• SOP: Ability to follow documented standard operating procedures carefully and self-validates their
work, and maintains accurate records, manage changes in a controlled production environment.
• Automation: Familiarity with infrastructure-as-code, scripting, automation, monitoring, or alerting
tools.
• ITSM Familiarity with IT service management concepts, including incident, request, problem, and
change management.
II. Soft Skills
• Cognitive: Strong troubleshooting, organization, written communication, and customer-service
skills.
• Problem Solving: Uses a logical, methodical approach to investigate and resolve issues.
• Self-Starting: Ability to prioritize multiple tickets and service requests while maintaining attention
to detail without becoming over whelmed.
• Ownership: Takes responsibility for assigned tickets and requests through resolution or
appropriate escalation.
• Teaming: Comfortable working with a team – equally helping and being helped.
• Collaboration: Works effectively with Cloud Operations, Engineering, Application Support, and
other internal teams.
• Innovation: Open to change, suggestions and continuous improvement methods.
• Adaptability: Effectively manages changing priorities in a dynamic SaaS support environment.
D. Working Conditions
This position supports production SaaS environments and may require participation in scheduled
maintenance windows, after-hours activities, and an on-call rotation, based on business and
customer-support needs.