As a Cloud Reliability Analyst, you will be part of Epicor’s Global Cloud Services team, delivering world-class support to customers utilizing Epicor cloud-hosted solutions. You will investigate, troubleshoot, and resolve technical issues while ensuring compliance with service level agreements (SLAs), maintaining high customer satisfaction, and supporting the ongoing operation of critical cloud infrastructure and services.
What You Will Be Doing
- Investigate, analyze, and resolve customer-reported technical issues, incidents, and service requests within established SLAs
- Communicate regularly with customers throughout the lifecycle of an issue, ensuring timely updates and clear expectations
- Recommend and implement solutions in accordance with standard operating procedures and customer-specific system designs
- Test approved solutions, scripts, and fixes while coordinating activities with internal teams and stakeholders
- Create and maintain technical documentation related to services, processes, and customer environments
- Coordinate with customers to implement solutions and activities that require execution at customer sites or within customer-managed environments
- Prepare and provide detailed execution instructions for customers and end users when required
- Escalate issues related to non-supported software or technologies to the appropriate teams
- Deliver end-user training and guidance as needed
- Produce reports and supporting documentation in accordance with established guidelines
- Maintain detailed audit trails and documentation of troubleshooting steps, testing activities, and issue resolution within ticketing systems
- Collaborate with internal and external subject matter experts to resolve complex technical issues
- Support a variety of managed cloud services, including hosting, system management, server and database backups, database administration, application maintenance, user provisioning, printer management, capacity management, availability management, and disaster recovery
What You Will Need to Succeed
- Strong technical aptitude and understanding of modern IT infrastructure, cloud technologies, and enterprise applications
- Experience working with Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP), or similar cloud platforms is highly desirable
- Knowledge of Microsoft Windows Server and Active Directory administration
- Familiarity with Microsoft SQL Server and database administration concepts
- Experience with virtualization technologies such as VMware and Hyper-V
- Exposure to Kubernetes, containerized environments, and automation technologies is a plus
- Experience creating or maintaining PowerShell scripts and other automation tools is preferred
- Excellent verbal and written communication skills
- Fluent English, both spoken and written
- Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate complex technical issues
- Ability to learn quickly and adapt to changing technologies and customer environments
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Proactive mindset with a strong focus on customer service and issue resolution
- Reliable, detail-oriented, and able to work effectively in a collaborative team environment
- Enthusiasm for continuous learning and professional development
- Previous consulting, technical support, managed services, cloud operations, or systems administration experience preferred
Qualifications
- 2+ years of experience in technical support, cloud operations, systems administration, infrastructure support, or a related field preferred
- Experience supporting enterprise applications, cloud-hosted environments, or managed services environments is a plus
- Relevant technical certifications are desirable but not required
- Equivalent combination of education, training, and experience will be considered
#LI-JI1 #LI-HYBRID
At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Competitive Pay & Benefits
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Recruiter:
Antonio Ibarra Bustillos