The opportunity
What you will own
- Coordinate the support-side response to high-impact incidents affecting CloudTen services or products.
- Open and maintain incident records, timelines, ownership, severity and customer-impact information.
- Facilitate escalation between support, engineering, SRE, security, telecom and product teams.
- Prepare accurate internal and customer-facing status updates using approved information.
- Ensure shift handovers preserve incident context and unresolved actions.
- Support post-incident reviews and track resulting support/process improvements.
What you bring
Core qualifications
- 4+ years of service desk, incident management, technical support, NOC/SOC operations or comparable experience.
- Strong understanding of incident severity, escalation, communication and recovery coordination.
- Ability to remain organised during fast-moving technical incidents.
- Excellent written incident documentation and stakeholder communication.
- Working knowledge of modern cloud/application/network service environments.
Additional strengths
Preferred experience
- ITIL Foundation or incident-management certification.
- Experience with SRE/NOC/SOC operations or multi-product SaaS services.
- Familiarity with observability, status-page and ticketing tools.
Employment, compensation and fair recruitment
The published USD range is a U.S.-market reference range for this role. Final compensation, benefits, employment classification, payroll, tax treatment and statutory entitlements are determined by the employing entity, work location, experience and applicable law.
CloudTen does not charge candidates recruitment, placement, processing or employment fees. Qualified applicants are assessed against job-related requirements. Reasonable accommodation is available during recruitment where required by applicable law.
Support operations may use scheduled shifts, including evening or weekend coverage where business needs require it. Scheduling, working time, rest periods and statutory entitlements are governed by the applicable employment arrangement and law.
BYU-Pathway Worldwide students and graduates: qualified candidates are especially welcome to apply. Participation in recognised CloudTen talent-development or university programmes may receive positive consideration where lawful, while appointments remain merit-based and subject to the published requirements.
