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 $90,000-$105,000 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 a