Cloud Customer Support

Hiring a Cloud Customer Support role to support our federal client. The Support Staff will have a general understanding of cloud and AI technologies and have experience in using cloud tools in a research environment. In this role you will be responsible for managing the email inbox and other support channels to provide timely responses to customer inquiries, tracking follow up amongst the Cloud Services team and establishing and setting up support sessions as needed. In addition, will provide account management support for Cloud Lab. Cloud Lab is a self-paced, interactive, cloud-based training program offered by NIH through CIT designed to remove barriers to cloud adoption by providing no-cost, customized, and scientifically relevant training, making it easier for researchers to learn about and explore the cloud with confidence. Finally, you will also support the adoption of emerging technologies for Enterprise Software Support, including Generative AI tools (e.g., ChatGPT, Gemini, Copilot), by providing guidance to users with questions. You will work with the team to share content and support customer needs related to implementation of GenAI tools in support of science. You are not expected to be a deep subject matter expert, but you should be comfortable learning new technologies, building FAQ, and helping others apply them in real-world scenarios.

• US citizenship required
• Ability to obtain Public Trust clearance is required.
• Location: Hybrid; should be local to Bethesda, MD; must be on client site at least 2 x week

Basic Qualifications/You Have

• Experience with and understanding of cloud computing and cloud service providers (i.e., AWS, GCP, Azure)
• Experience in health and life sciences consulting supporting the U.S. Government
• Experience in customer service
• Ability to explain technical concepts (cloud, data, or AI) to non-technical or mixed audiences
• Strong written and verbal communication skills
• Strong facilitation skills
• Ability to manage multiple tasks and priorities in a collaborative, fast-paced environment
• Bachelor’s degree or equivalent experience
• Ability to obtain a Public Trust determination

Additional Qualifications/Nice to Have

• Experience using or supporting Generative AI tools (e.g., ChatGPT, Gemini, Copilot) for training, documentation, or workflow support
• Exposure to scientific, data, or bioinformatics-related workflows
• Experience maintaining GitHub-based tutorials or technical documentation repositories
• Experience supporting workshops, data challenges, bootcamps, or hackathons
• Familiarity with effective training or instructional design approaches (e.g., ADDIE or similar)
• Experience supporting onboarding or user adoption for technical platforms
• Experience working with NIH, HHS, or other federal research environments
• Existing HHS or NIH badge or active NIH Public Trust

Salary

$90,000 annual salary

iVision Consulting (iVision) offers competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Our benefits include: Medical, Dental, and Vision Insurance; Paid Time Off (PTO); Company Holidays (aligns with Federal holidays); 401(k) Retirement Plan; Personal Development & Learning Opportunities; Employee Referral Program; Corporate Events & Community Outreach.