Command & Control Engineer

The Opportunity CloudFit Command and Control Engineers (CCEs) protect our customers’ interests 24x7x365 as they backstop our CloudFit Software Automation. CloudFit CCEs engage with customers in critical situations; CloudFit CCEs must be comfortable working with our executives in a fast-paced environment. CloudFit CCEs will interface with customers' business, development, and operations via phone, tickets, and email.  What You'll Own Monitoring & Operational Response Monitor and backstop CloudFit automation in a 24x7x365 operational environment. Respond quickly and decisively to alerts, service disruptions, and emerging issues, escalating when needed. Maintain awareness of customer impact and follow established security, incident, and communication protocols. Customer & Stakeholder Communication Engage customers through phone, email, and IT support tickets with professionalism, empathy, and clear next steps. Communicate proactively and reactively with customers and CloudFit leaders during critical situations. Keep stakeholders informed when information is incomplete, priorities shift, or an issue requires escalation. Incident Coordination Support Major Incident Bridges by organizing information, communicating status, and helping drive the response forward. Prioritize competing work appropriately and maintain accurate incident notes, ticket updates, and handoffs. Partner with teammates and technical escalation groups to move issues toward resolution. Learning & Continuous Improvement Build proficiency with monitoring, ticketing, cloud, automation, networking, and cybersecurity concepts used by the team. Use quieter operational periods productively for training, documentation, process improvement, and certification progress. Apply feedback, share knowledge, and strengthen readiness for increasingly complex work. What Success Looks Like During the first 6 months, you will: Complete role training and demonstrate reliable use of monitoring, ticketing, escalation, security, and customer communication procedures for your assigned shift. Manage routine alerts and customer interactions with support, document actions clearly, and escalate issues with the appropriate context and urgency. Contribute effectively during incidents by following established processes, prioritizing assigned work, and communicating status clearly. Build a foundational understanding of the hardware, software, networking, cloud, and automation concepts used in Command & Control operations. During months 6 through 18, you will: Independently manage routine alerts, customer communications, ticket updates, and shift handoffs with consistent quality. Recognize common issue patterns, complete initial troubleshooting, and determine when additional support or escalation is needed. Handle a broader range of customer issues, strengthen your technical troubleshooting skills, and work confidently across phone, email, and ticketing channels. Longer term, you will continue developing the technical capability, operational judgment, and independence needed to manage more complex customer issues and take on greater responsibility during incident response. What We're Looking For Strong customer service skills and the ability to communicate professionally with customers and teammates. High technical aptitude and an interest in learning monitoring, ticketing, cloud, automation, networking, and cybersecurity concepts. Adaptability and flexibility to manage changing priorities in a fast-paced, 24x7x365 environment. Ability to follow established processes, document work clearly, and escalate concerns when needed. Strong verbal, written, and interpersonal communication skills. An ownership mindset, attention to detail, and willingness to learn through feedback and hands-on experience. Preferred, not required: Cloud or DevOps certifications, or education in Engineering, Mathematics, Management Information Systems, Computer Science, or a related technical field. Additional Requirements Ability to work an assigned first, second, or third shift on the Frontend or Backend schedule. This opening will likely support second or third shift and may include a shift differential. Shift Schedules Frontend: Sunday–Wednesday | 1st: 7:00 a.m.–5:00 p.m. | 2nd: 4:00 p.m.–2:00 a.m. | 3rd: 12:00 a.m.–10:00 a.m. Backend: Wednesday–Saturday | 1st: 7:00 a.m.–5:00 p.m. | 2nd: 4:00 p.m.–2:00 a.m. | 3rd: Thursday–Sunday, 12:00 a.m.–10:00 a.m. Key Partners You will work closely with Command & Control teammates and leaders, customers, CloudFit executive management, business, development, operations, cybersecurity, and technical escalation teams. The salary range for this role is $16.83 - $21.63 + benefits, & perks. Please note the national salary range listed in the job posting reflects the new hire salary range across levels and U.S. locations that would be applicable to the position. Final salary will be commensurate with the candidate’s final level and location. Also, the range represents salary only and does not include our total rewards package. Current Federal Security Clearance or ability to obtain (US Citizenship required)   *CloudFit participates in E-Verify and will provide the federal government with your Form I-9 information to confirm you are authorized to work in the U.S. Don’t meet every single requirement? Studies show that women and people of color often hesitate to apply for jobs unless they meet every qualification listed. At CloudFit, we’re committed to creating a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might be the perfect fit for this position—or another one on our team. CloudFit Benefits & Perks:   CloudFit benefits are designed with wellness in mind, to support what matters the most:  Physical Health: Medical, dental, vision insurance, & voluntary health options for you and your family!  Mental Health: Talkspace, Calm, virtual therapy, counseling Financial Wellness: 401(k), HSA, FSAs, Personal Financial Advisors   3 Weeks of PTO, 15 Paid Company Holidays, 8 Giving Back Hours  Wellness Program: reimbursement, gym discounts, health fairs, & more! Recognition Program: Earn & give recognition, annual awards, celebrations  Career development for employees at every level is a priority at CloudFit.  Certification Reimbursement  User Friendly Career Development Tools & Resources  Check out CloudFit Candidate Portal for more information on roles, benefits, internships, and more!   About This Opportunity This role may be part of our proactive hiring process. While an immediate opening may not be available, we’re interviewing candidates to build relationships and identify strong fits for future opportunities as roles open. Curious to learn more? Check out our Careers page to discover our hiring process and what life at CloudFit is like. About CloudFit CloudFit Software provides customers the ability to quickly iterate on the development of Cloud Solutions while optimizing security, networking, operations, and monitoring through an engineering mindset. At CloudFit, we instrument solutions that attempt to reduce the human element by applying automation and engineering to every aspect of a solution's lifecycle. CloudFit focuses on delivering managed scenarios that meet customer business needs. This allows us to provide core operational outcomes while integrating back with the customer’s existing operations teams.  Please be aware many of our positions require the ability to obtain security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.   CloudFit is committed to providing reasonable accommodations and support in our recruiting processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need accommodation, please contact the Talent Acquisition team at careers@cloudfitsoftware.com.   CloudFit is an equal opportunities employer and welcomes applications from all sections of society, including veterans, and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.