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 DoingInvestigate, analyze, and resolve customer-reported technical issues, incidents, and service requests within established SLAsCommunicate regularly with customers throughout the lifecycle of an issue, ensuring timely updates and clear expectationsRecommend and implement solutions in accordance with standard operating procedures and customer-specific system designsTest approved solutions, scripts, and fixes while coordinating activities with internal teams and stakeholdersCreate and maintain technical documentation related to services, processes, and customer environmentsCoordinate with customers to implement solutions and activities that require execution at customer sites or within customer-managed environmentsPrepare and provide detailed execution instructions for customers and end users when requiredEscalate issues related to non-supported software or technologies to the appropriate teamsDeliver end-user training and guidance as neededProduce reports and supporting documentation in accordance with established guidelinesMaintain detailed audit trails and documentation of troubleshooting steps, testing activities, and issue resolution within ticketing systemsCollaborate with internal and external subject matter experts to resolve complex technical issuesSupport 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 recoveryWhat You Will Need to SucceedStrong technical aptitude and understanding of modern IT infrastructure, cloud technologies, and enterprise applicationsExperience working with Microsoft Azure, Amazon Web Services (AWS),



Google Cloud Platform (GCP), or similar cloud platforms is highly desirableKnowledge of Microsoft Windows Server and Active Directory administrationFamiliarity with Microsoft SQL Server and database administration conceptsExperience with virtualization technologies such as VMware and Hyper-VExposure to Kubernetes, containerized environments, and automation technologies is a plusExperience creating or maintaining PowerShell scripts and other automation tools is preferredExcellent verbal and written communication skillsFluent English, both spoken and writtenStrong analytical, troubleshooting, and problem-solving skills with the ability to investigate complex technical issuesAbility to learn quickly and adapt to changing technologies and customer environmentsStrong organizational skills with the ability to manage multiple priorities simultaneouslyProactive mindset with a strong focus on customer service and issue resolutionReliable, detail-oriented, and able to work effectively in a collaborative team environmentEnthusiasm for continuous learning and professional developmentPrevious consulting, technical support, managed services, or systems administration experience preferredQualifications2+ years of experience in technical support, cloud operations, systems administration, infrastructure support, or a related field preferredExperience supporting enterprise applications, cloud-hosted environments, or managed services environments is a plusRelevant technical certifications are desirable but not requiredEquivalent combination of education, training, and experience will be considered#LI-JI1 #LI-HYBRIDAbout EpicorAt 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 integral 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 & BenefitsHealth 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 StatementEpicor 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.
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📌 Cloud R Analyst (Monterrey)
🏢 Epicor Software
📍 Monterrey