AS A CLOUD RELIABILITY ANALYST, YOU WILL BE PART OF EPICOR’S GENERAL 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 m

📌 Cloud R Analyst (Monterrey)
🏢 Epicor Software
📍 Monterrey