The posting
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 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 At Epicor, we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers' success and our growth as a business. We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future. 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 to the world’s most essential businesses – the hardworking companies who make, move, and sell the things the world needs. Thank you for considering a career with Epicor. Whether you're exploring opportunities on our careers page, preparing for a phone screen or interview, have already applied, or have been through our application process, we appreciate your interest and the time you have invested. We are committed to showing you how much we care about your future. Epicor Career Assistant can help you land a job nearly 2.5x faster than the national average. We've brought you the best job searching tools all in one place, at no cost to you. At Epicor, we believe putting people first is the right thing to do. Click here to get started. At Epicor, we are committed to upholding the highest standards of integrity and transparency. We have become aware of phishing scams where individuals pose as our recruiters, hiring managers, and/or HR Business Partners to obtain personal information. These scams can seem legitimate, but it's important to know how to protect yourself. How to Identify Phishing Scams: Epicor Will Never Ask for Payment: Our recruiters will never ask for payment to apply for a position or as a condition of employment. For example, any required background check will be facilitated by Epicor. Beware of Misleading Communications: Do not pay any fees to individuals, agencies, or employment portals related to an interview or other interaction with Epicor. Epicor will not be responsible for any loss or damage suffered. Verify Authenticity: All legitimate Epicor communication will come from the following alias/domains: "[email protected]", "[email protected]", and/or "First name.Last [email protected]". The only valid domain is www.epicor.com. Verify job positions on our careers site at jobs.epicor.com and confirm that the recruiter you speaking to is listed on the requisition. Be cautious of generic emails and check for misspellings of Epicor or non-Epicor email addresses (e.g., gmail.com, yahoo.com, or even close variations like @epicor.talent.com). If you have any questions or encounter any suspicious emails, job postings, and/or communication from what appears to be Epicor, please report them to [email protected] immediately.
