Cloud Support Engineer

Symmetrio is recruiting a Cloud Support Engineer for its customer, a rapidly growing international healthcare SaaS company aggressively expanding in the United states. The Cloud Support Engineer will be a trusted technical face to our customer’s stakeholders: oncology centers, clinics, and health systems. Collaborating with healthcare IT and clinical application teams across the United States, the Cloud Support Engineer will ensure reliability and provide professional IT support to users of the application. In this role, you'll provide Tier 1/Tier 2 technical support while serving as a collaborative member of our customer’s engineering team consisting of Site Reliability Engineers and Cloud Network Engineers. The Cloud Support Engineer will diagnose incidents and cases (SaaS application, AWS cloud infrastructure, customer network connectivity, etc.) and coordinate seamlessly with customer and internal engineering teams to resolve them. Additionally, the Cloud Support Engineer will develop support playbooks and documentation as the company scales, and help establish best practices for healthcare SaaS support—ideal for someone who combines technical problem-solving, healthcare IT domain expertise, and the professional presence and communication skills required by end users. 

This is a full-time, remote position offering competitive compensation and a comprehensive benefits package, including health benefits, a 401(k) plan, paid time off, and additional company-sponsored benefits. 

Key Responsibilities 

• Serve as the primary technical contact for assigned customers; represent the company professionally and build trust with customer IT directors, network engineers, and clinical leadership 

• Provide Tier 1/Tier 2 technical support via phone, email, and ticketing system; triage issues, diagnose root causes, and coordinate resolution with the Principal SRE and Cloud Network Engineers 

• Troubleshoot application performance issues within the SaaS platform; work with the SRE to identify degradation and escalate appropriately 

• Diagnose customer connectivity and network issues affecting SaaS platform access, including VPN tunnel health, AWS routing validation, and firewall rule problems; possess working knowledge of Cisco ASA, Fortinet, and Palo Alto firewall environments 

• Coordinate with customer firewall/network teams during troubleshooting; ask informed questions about firewall rules, NAT settings, and VPN tunnel parameters 

• Serve as the liaison between customer health system IT departments and internal engineering; gather detailed diagnostic information, validate customer network topology, and communicate complex cloud networking problems clearly 

• Develop and maintain support playbooks and runbooks focused on cloud networking scenarios specific to healthcare environments: VPN tunnel validation, connectivity health checks, firewall coordination during maintenance windows, and application troubleshooting 

• Support new customer onboarding; validate initial connectivity, work with customer IT/firewall teams to ensure proper VPN configuration, and coordinate go-live health checks 

• Proactively monitor customer health indicators (connectivity status, VPN tunnel status, application performance) and alert the SRE/Network Engineer to emerging issues before customers report. 

• Partner with the Cloud Network Engineer during customer firewall coordination calls; understand oncology center/health system network architectures and validate that connectivity requirements align with customer firewall policies 

• Build and maintain the support knowledge base with healthcare-specific scenarios; document common oncology center network configurations and troubleshooting patterns 

• Participate in on-call rotation for critical customer incidents, with escalation support from the SRE and Network Engineer 

• AWS Certified Advanced Networking – Specialty OR AWS Certified SysOps Administrator – Associate  

• 2+ years of Tier 1/Tier 2 technical support experience in healthcare IT environments (hospitals, clinics, health systems) 

• Strong familiarity with healthcare network infrastructure and security; comfortable troubleshooting in regulated healthcare environments 

• Working knowledge of Cisco ASA firewalls; familiarity with Fortinet and Palo Alto environments a plus 

• Understanding of firewall rule configuration, VPN tunnel setup (Site-to-Site VPN basics), and how healthcare networks connect to external cloud applications 

• Experience supporting oncology centers, radiation therapy departments, or similar clinical IT environments strongly preferred 

• Experience supporting Epic EHR, OIS (Oncology Information Systems), or other healthcare applications 

• Understanding of cloud networking concepts: VPN connectivity, AWS VPCs, firewalls, routing (cloud-based, not traditional BGP/OSPF) 

• Experience troubleshooting connectivity issues between hospital networks and cloud environments preferred 

• Strong troubleshooting methodology; ability to think systematically through multi-layer problems (application, cloud infrastructure, customer network) 

• Excellent communication skills; ability to translate technical concepts for non-technical clinical staff and speak authoritatively with experienced hospital IT directors and network engineers 

• Professional demeanor and strong customer service orientation 

• Experience with ticketing systems, knowledge base tools, and technical documentation practices 

• Comfortable working in a remote environment with self-management and time-zone flexibility for U.S. customer base  

• Collaborative mindset; comfortable escalating appropriately and partnering with senior engineers 

• Willingness to develop and own support processes and playbooks in a rapidly growing organization

Given the customer-facing nature of this role, interviews with qualified candidates will be conducted via Microsoft Teams or another video conferencing platform.