CloudOperationsSupportAssociate

Position Overview Cloud Operations Support Associates are responsible for real‑time monitoring, incident triage, and first‑level escalation of operational, security, and availability events across Alarm.com’s production, test, and corporate environments. This role operates in a 24x7 shift rotation and serves as the first point of contact during service-impacting events. Key Responsibilities Include: Monitor alerts and dashboards to ensure 24x7 availability and security across web, network, application, and infrastructure systems Perform initial triage of alerts and incidents, escalating to engineering, security, or vendor teams as appropriate Manage service-impacting events and support Major Incident bridge calls Create, update, and resolve incident tickets and post-incident reports Provide timely, clear, and professional communications during incidents Participate in scheduled maintenance events, including pre‑ and post‑change verification Support Level‑1 cybersecurity and physical security monitoring, including after-hours corporate office monitoring and escalation Coordinate with internal teams and external service providers to restore service Maintain and contribute to operational documentation and knowledge base articles Work in a rotating 24x7 schedule, including nights, weekends, and holidays Required Qualifications: High school diploma with 2+ years related experience; OR Associate’s degree with 1+ year; OR Bachelor’s degree Strong analytical, troubleshooting, and attention-to-detail skills Clear written and verbal communication skills Ability to work independently in a fast-paced, operational environment Basic understanding of networking, systems, and cybersecurity concepts Willingness to learn new tools, technologies, and processes Other duties as assigned Preferred Qualifications: IT-related degree or certifications (A+, Network+, Security+) Experience with monitoring, ticketing, or incident management tools (e.g., PagerDuty, JIRA, Confluence) Familiarity