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Tier 2 Cloud Support Jobs (NOW HIRING)

SofTec Solutions

Tier II Support

Englewood, CO · On-site

We are seeking a Tier II Support Specialist for a contract opportunity in Englewood, CO. Candidates must have the following experience: * MS Windows Support experience * MS Office Support experience

Akamai

Cloud Support Engineer II

Cambridge, MA · On-site

$102K - $149K/yr

Cloud Support Engineer II Work Location: 145 Broadway, Cambridge, MA 02142 Akamai Technologies, Inc. is hiring for the following role in Cambridge, MA (multiple openings): Cloud Support Engineer II ...

New

TEKsystems

Cloud Support

Nashville, TN · On-site

$35/hr

Description Top Skills' Details 1. Basic understanding of AWS 2. AWS Cloud Practitioner 3. 1-3 ... We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing ...

Decision Point

Tier 2 Customer Support Lead

Tier 2 Customer Support Lead DecisionPoint seeks a Tier 2 Customer Support Lead to oversee all mid ... Coordinate complex issue resolution with engineering, cloud, cybersecurity, and product teams.

Donato Technologies, Inc

Tier-2 Support:

Frisco, TX · On-site

$40 - $45/hr

Tier-2 Support: * Perform Incident, Problem and Change Management * Knowledge of ITIL v3 is recommended * Perform lifecycle management action * Document all incident resolution in detail, making them ...

Lyra Technology Group

Support Engineer- Tier II

Eagan, MN · Hybrid

$70K - $75K/yr

The Tier II Support Engineer will work out of one of our clients' headquarters as part of an IT team to diagnose and troubleshoot technical issues, maintain computer systems, and provide remote and ...

TEKsystems

Cloud Support

Nashville, TN · On-site

$35/hr

Description Top Skills' Details 1. Basic understanding of AWS 2. AWS Cloud Practitioner 3. 1-3 ... We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing ...

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Tier 2 Cloud Support information

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How much do tier 2 cloud support jobs pay per hour?

As of Sep 14, 2026, the average hourly pay for tier 2 cloud support in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

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Infographic showing various Tier 2 Cloud Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

Tier 2 - Technical Support Specialist

Lebanon, IN • On-site

Integrity Network Solutions
1 - 10 employees
Learn more about Integrity Network Solutionsexternal

$55K - $65K/yr

Full-time

Re-posted 8 days ago

Key responsibilities

  • Resolve escalated incidents involving operating systems, applications, network connectivity, servers, cloud services, and business-critical systems.

  • Troubleshoot issues using structured diagnostic techniques and escalate to Tier 3 when necessary.

  • Create, maintain, and improve knowledge base articles and ensure accurate ticket documentation.

Job description

Role Overview
The Tier 2 Technical Support Specialist provides in-depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on root-cause diagnosis and incident
reduction. Tier 2 serves as a key bridge between frontline support and expert-level engineering.
Key Responsibilities
Advanced Incident Resolution
  • Resolve escalated incidents that exceed Tier 1 scope
  • Troubleshoot issues involving:
    • Operating systems, applications, and user environments
    • Network connectivity, VPN, and basic routing/switching
    • Servers, cloud services, and business-critical systems
  • Apply structured troubleshooting and diagnostic techniques
  • Escalate to Tier 3 when issues require engineering-level expertise

Escalation & Problem Management
  • Serve as primary escalation point for Tier 1 technicians
  • Identify root causes of recurring incidents
  • Document patterns, resolutions, and preventive steps
  • Participate in post-incident reviews and corrective actions

Documentation & Knowledge Sharing
  • Create and maintain Tier 2 knowledge base articles
  • Improve existing documentation to reduce repeat tickets
  • Ensure accurate, detailed ticket documentation
  • Share technical findings with Tier 1 and Tier 3 teams

Mentorship & Collaboration
  • Provide technical guidance and coaching to Tier 1 technicians
  • Collaborate with Tier 3 engineers, vendors, and project teams
  • Support transition of projects into steady-state support
  • Participate in on-call or after-hours escalation rotations as required

Key Result Areas (KRAs) & Performance Measures
KRA 1: Escalation Resolution Effectiveness
Measures
  • Resolution time for Tier 2 escalated tickets
  • Percentage of escalations resolved without Tier 3 involvement
  • Quality of root-cause identification

KRA 2: Incident Reduction & Stability
Measures
  • Reduction in repeat or recurring incidents
  • Effectiveness of preventive fixes
  • Improved system or service reliability

KRA 3: SLA & Process Compliance
Measures
  • SLA adherence on escalated incidents
  • Proper severity classification and escalation handling
  • Compliance with support and security policies

KRA 4: Documentation & Knowledge Contribution
Measures
  • Quality and usefulness of knowledge base articles
  • Accuracy and completeness of ticket documentation
  • Reduced Tier 1 escalations due to improved documentation

KRA 5: Team Support & Mentorship
Measures
  • Tier 1 feedback and support effectiveness
  • Quality of technical guidance provided
  • Contribution to team skill development

Required Skills & Qualifications
Required
  • 3-5 years of IT support experience in a Service Desk or MSP environment
  • Strong troubleshooting skills across workstations, servers, applications, and networks
  • Experience working with ticketing systems and SLAs
  • Ability to communicate technical issues clearly to non-technical users
  • Strong documentation and analytical problem-solving skills

Preferred
  • Experience in an MSP or multi-client environment
  • Familiarity with cloud platforms, security tools, and vendor support processes
  • Relevant technical certifications or equivalent hands-on experience

Career Progression
  • This role serves as the primary pipeline for Tier 3 - Senior Technical Engineer
  • Advancement is based on technical depth, root-cause effectiveness, documentation quality, and mentorship impact

Why This Role Matters
Tier 2 technicians significantly influence:
  • SLA performance
  • Customer satisfaction
  • Reduction of reactive support
  • The efficiency of Tier 3 resources

Apply