Cloud Support Analyst I- Ai Reliability

IT & Cloud Support Analyst I – AI Reliability

Support advanced AI platforms. Work with cloud infrastructure. Build your career in DevOps and Site Reliability Engineering.

We're hiring an Cloud Support Analyst I to join an AI Reliability team supporting U.S. government customers. This is an opportunity to work in a fast-moving, highly technical environment where you'll help maintain the stability, security, and reliability of critical AI platforms.

You'll work alongside infrastructure, development, and operations teams, using technologies like AWS, Kubernetes, GitLab, Azure, and Terraform. This role offers exposure to cloud infrastructure, CI/CD pipelines, monitoring, troubleshooting, and application testing.

We're looking for someone who is technically curious, takes ownership, enjoys solving problems, and isn't afraid to ask questions. You don't need to know every technology on day one, but you should have a solid technical foundation and the drive to learn.

What You'll Do

• Serve as the first point of contact for technical support requests, including account provisioning, access changes, login issues, MFA, and authentication troubleshooting.
• Manage support tickets through resolution using Jira and other internal tools.
• Perform daily system smoke tests and monitor dashboards, alerts, and internal communication channels.
• Troubleshoot infrastructure and application issues and coordinate escalations.
• Monitor cloud infrastructure and help identify, triage, and resolve operational issues.
• Create and maintain technical documentation and support procedures.
• Partner with development teams on application testing and integration into their development cycles.
• Identify opportunities to improve system reliability, workflows, and infrastructure.
• Collaborate across technical teams to drive issues through resolution.

Technical Skills & Technologies

The team works across a modern cloud and infrastructure environment. Experience in some of these areas is especially valuable:

• Kubernetes / AWS EKS: Understanding containerized environments and troubleshooting Kubernetes workloads.
• AWS: Familiarity with EKS, ECR, S3, EC2/EBS, and IAM.
• GitLab: Understanding CI/CD pipelines and troubleshooting deployment issues.
• Terraform: Exposure to Infrastructure as Code (IaC).
• Monitoring: Elastic, dashboards, logging, and alerting.
• Related Technologies: Istio and ArgoCD.
• Other Tools: Jira, Azure, and internal support systems.

You don't need to be an expert in every technology. Hands-on experience in at least one relevant technical area, combined with the ability and willingness to learn, is important.

What We're Looking For

• Some professional or hands-on technical experience. Relevant education, personal projects, and technical hobbies are also valuable.
• Strong troubleshooting and analytical skills.
• Curiosity about how systems, applications, and infrastructure work.
• Attention to detail and the ability to document work clearly.
• A strong sense of ownership and accountability.
• Ability to adapt to changing priorities and work through ambiguity.
• Comfortable asking questions, receiving feedback, and learning from others.
• Strong communication skills and the ability to work with different technical teams.

Backgrounds That Could Be a Great Fit

We're particularly interested in candidates coming from:

1. Systems Administration, DevOps, or Site Reliability Engineering.
2. Cloud Engineering.
3. Network Operations, NOC, or Network/Storage Administration.
4. IT Help Desk or Technical Support.

An ideal candidate might have two years of help desk, systems administration, or DevOps experience, but we're also open to someone with a strong technical foundation and the right aptitude.

Education & Experience

• Associate's or Bachelor's degree in IT, Computer Science, or a related field is preferred.
• Familiarity with ticketing systems, cloud infrastructure, dashboards, and logs.
• Experience working in a secure or cleared environment is a plus.

Security Clearance Requirements

• U.S. citizenship is required.
• Candidates without an active clearance may be considered if they meet eligibility requirements and are willing to obtain one after hire.

Schedule & Work Environment

• Onsite five days per week.
• Must be willing to work either shift
• During the first 30 days, the schedule is 9:00 AM–5:00 PM for training and onboarding.
• After the first 30 days, you'll be assigned a shift based on business needs:
• Morning shift: 6:00 AM–2:00 PM.
• Afternoon shift: Currently 10:00 AM–6:00 PM, with the possibility of extending to 10:00 PM based on business needs.

Why This Opportunity?

This is a chance to get exposure to some of today's most important technologies in AI, cloud infrastructure, and platform reliability. You'll work with experienced technical teams, develop practical skills, and have the opportunity to grow your knowledge in Kubernetes, AWS, DevOps, and Site Reliability Engineering.

We're looking for people with the right combination of technical curiosity, ownership, professionalism, and a willingness to learn.