Cloud Operations Engineer

Role Overview

As a Cloud Operations Engineer at Forescout, you will ensure the operational health of the company’s Azure-based cloud platforms and customer-facing services across both commercial and federal (FedRAMP/FastRAMP) environments. The role blends cloud operations, incident response, and product support, partnering with federal customers and internal teams (Sales, Sales Engineering, account teams).

Responsibilities

Cloud & Platform Operations

• Operate and support Azure-based multi-tenant SaaS platforms to maintain availability, reliability, and performance.
• Perform active monitoring and operational sanity checks using dashboards, alerts, and health signals.
• Analyze trends to determine when to take action or escalate.
• Respond to production incidents and service requests using runbooks, escalation paths, and compliance requirements.
• Triage and manage operational tickets in Jira, ensuring accurate documentation and shift handoff.
• Execute approved manual or automated operational actions under security, change-control, and compliance constraints.

Product Support (Federal & Commercial Customers)

• Learn and support Forescout products/services deployed in cloud environments, with emphasis on federal (FedRAMP) deployments.
• Provide technical support for external federal customers: troubleshooting, issue analysis, and coordination with engineering/product teams.
• Participate in customer-impacting incident resolution, with timely communication and documented outcomes.
• Support operational tasks like tenant health, configuration validation, log visibility, and production service behavior.

Internal Customer Support & Cross-Team Collaboration

• Serve as an operational support partner for internal teams (Sales, Sales Engineering, Customer Success, accounts).
• Assist with cloud/product investigations and customer escalations across commercial and federal environments.
• Collaborate with Cloud Architecture, DevOps, Security, Compliance, Product, and Support teams to improve operational readiness.
• Create and continually improve runbooks, operational documentation, and support workflows to reduce tribal knowledge.

Compliance & Coverage

• Operate within FedRAMP/FastRAMP boundaries, following access controls, audit requirements, and security procedures.
• Participate in on-call/after-hours coverage as needed for production and customer-impacting events.

Required Qualifications

• U.S. citizenship (required for federal programs).
• 5+ years in Cloud Operations, Production Support, DevOps, SRE, or Technical Support supporting live environments.
• Hands-on experience supporting Azure-based cloud services in production.
• Ability to learn and support SaaS products (beyond only infrastructure).
• Experience troubleshooting issues that impact customers (cut off in provided text).