Cloud R Analyst

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

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About Epicor

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

Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.

Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.

Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.

Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.

Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.

Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.

Global Mobility: Comprehensive support for international relocations and permanent residency processes.

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