Alfresco Cloud Support Analyst 1

Job Description

The Cloud Support Analyst 1 provides first‑level technical support for cloud‑based solutions by responding to customer requests, troubleshooting basic issues, and escalating appropriately. This role focuses on accurate case handling, clear customer communication, and adherence to cloud support processes. 

• Troubleshoot and resolve basic technical issues using established tools, systems, and support processes under guidance 

• Manage assigned support cases, ensuring timely follow‑up and accurate resolution 

• Communicate case status and next steps clearly to customers, with oversight as needed 

• Respond to inbound support requests and production‑impacting issues; create and route cases appropriately 

• Escalate issues effectively when resolution requires additional expertise or approval 

• Identify and submit potential software defects to internal teams for review 

• Document troubleshooting steps, actions taken, and outcomes in support systems 

• Follow cloud change control and operational policies 

• Support team workflows by monitoring queues and picking up cases as assigned 

Technical Skills:

   Metrics analysis

   AWS Cloud environment 

   DataDog or Dynatrace experience

• Bachelor’s degree in a related field or equivalent experience 
• 1+ years of experience in Technical Support and in Cloud Platform (AWS)
• Experience in a customer service or technical support environment preferred 
• Basic technical aptitude with a willingness to learn cloud technologies 
• Strong problem‑solving and critical‑thinking skills 
• Clear written and verbal communication skills 
• Strong attention to detail and case documentation accuracy 
• Ability to manage multiple tasks in a fast‑paced environment 
• Ability to use sound judgment and escalate issues appropriately 
• Customer‑focused mindset 
• Ability to learn new tools, processes, and technologies quickly 
• Up to 10% travel