• Collaborate closely with client stakeholders to understand their business objectives and technical requirements, providing expert advice and designing best-practice cloud solutions on Azure. • Lead the hands-on implementation and deployment of cloud infrastructure using Infrastructure as Code (IaC) principles with tools such as Terraform or CloudFormation. • Architect and build the foundational cloud services required to support modern data platforms, including data lakes, data warehouses, and machine learning environments. • Develop and manage CI/CD pipelines to automate the deployment, testing, and integration of infrastructure and applications. • Provide ongoing operational support and maintenance for client cloud environments as part of our managed services offering, ensuring reliability, security, and performance. • Implement and enforce cloud security best practices, cost management strategies, and governance policies to ensure client environments are secure, compliant, and cost-effective. • Act as a subject matter expert within the business, and contributing to internal best practices and knowledge bases.

• Take ownership of customer issues, including: initial troubleshooting, identification of root cause, issue resolution or escalation, and identifying and escalating priority issues that need immediate attention. • Must meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as an internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible. • Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers. • Create the process or troubleshooting documentation in the Support knowledge base. • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

• Design and implement scalable cloud infrastructure solutions on AWS • Automate infrastructure provisioning and management using Terraform • Manage and orchestrate containerized applications using Kubernetes and Amazon EKS • Develop and maintain CI/CD pipelines to enhance deployment processes • Monitor and optimize cloud infrastructure for performance and cost-efficiency • Collaborate with cross-functional teams to ensure alignment on cloud strategies • Implement security best practices for cloud environments • Troubleshoot and resolve issues in production environments • Document architecture, processes, and configurations for future reference and compliance

• Triage, troubleshoot, and resolve escalated support incidents across Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, Microsoft 365, virtualization, VPN, firewall, printing, and endpoint access issues. • Perform structured remote diagnosis, including log review, service validation, event correlation, connectivity testing, user/session analysis, and change impact review. • Support hosted application environments, including IIS/SMTP dependencies, SSL certificate management, database connectivity, and application access workflows. • Administer and support cloud and virtualization platforms, including VMware vSphere/ESXi/vCloud and private cloud infrastructure; Azure and AWS exposure preferred. • Investigate backup, replication, restore, and disaster recovery issues; validate recovery points and escalate risks when data protection gaps are identified. • Manage secure remote access technologies, including VPN, RDWeb/RDS, firewall rules, access controls, MFA-adjacent workflows, and user connectivity issues. • Document troubleshooting steps, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage with enough detail for repeatability and auditability. • Use MSP toolsets such as ConnectWise Manage, ConnectWise Automate, ConnectWise Control, IT Glue, monitoring tools, and client documentation platforms to drive consistent service delivery. • Collaborate with Onboarding Engineers, Support Engineers, Service Delivery leadership, and project teams to transition new clients, reduce recurring issues, and improve support readiness. • Participate in on-call rotation and after-hours incident response when required.