Cloud Operations Support Associates are responsible for real‑time monitoring, incident triage, and first‑level escalation of operational, security, and availability events across Alarm.com’s production, test, and corporate environments. This role operates in a 24x7 shift rotation and serves as the first point of contact during service-impacting events. Key Responsibilities Include:
Monitor alerts and dashboards to ensure 24x7 availability and security across web, network, application, and infrastructure systems
Perform initial triage of alerts and incidents, escalating to engineering, security, or vendor teams as appropriate
Manage service-impacting events and support Major Incident bridge calls
Create, update, and resolve incident tickets and post-incident reports
Provide timely, clear, and professional communications during incidents
Participate in scheduled maintenance events, including pre‑ and post‑change verification
Support Level‑1 cybersecurity and physical security monitoring, including after-hours corporate office monitoring and escalation
Coordinate with internal teams and external service providers to restore service
Maintain and contribute to operational documentation and knowledge base articles
Work in a rotating 24x7 schedule, including nights, weekends, and holidays
Required Qualifications:
High school diploma with 2+ years related experience; OR Associate’s degree with 1+ year; OR Bachelor’s degree
Strong analytical, troubleshooting, and attention-to-detail skills
Clear written and verbal communication skills
Ability to work independently in a fast-paced, operational environment
Basic understanding of networking, systems, and cybersecurity concepts
Willingness to learn new tools, technologies, and processes
Other duties as assigned
Preferred Qualifications:
IT-related degree or certifications (A+, Network+, Security+)
Experience with monitoring, ticketing, or incident management tools (e.g., PagerDuty, JIRA, Confluence)
Familiarity with enterprise or cloud-based environments
Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time. WHY WORK FOR ALARM.COM?
Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers. - Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team! - Gain well rounded experience: Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business. - Community and Camaraderie: One of our core values is to 'Keep It Fun,' which to us means fostering a strong sense of community. Our culture is built on collaboration and connection, where we celebrate our successes and believe that a positive, engaging environment is key to doing our best work. - Alarm.com values working together and collaborating in person. Our employees work from the office 4 days a week.
COMPANY INFO
Alarm.com is the leading platform for intelligently connected properties. Millions of homeowners and businesses rely on Alarm.com's technology to secure, monitor, and manage their environments from anywhere. Our comprehensive suite of solutions—including security, video surveillance, access control, active shooter detection, intelligent automation, energy management, and wellness—is delivered exclusively through a trusted network of thousands of professional service providers and commercial integrators across North America and worldwide. Alarm.com's common stock is traded on Nasdaq under the ticker symbol ALRM. Alarm.com delivers serious security for serious people. For more information, please visit www.alarm.com. COMPANY BENEFITS
Our total rewards package is designed to support you holistically—in your health, your finances, and your life outside of work. The package includes medical plans with company subsidies, a Health Savings Account (HSA) with a company contribution, and a 401(k) with an employer match. We encourage a healthy work-life balance with paid vacation that increases with tenure, paid holidays, wellness time, and paid maternity and bonding leave. To complete the package, we also provide company-paid disability and life insurance, all within a collaborative and casual work environment. The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision. Notice To Third Party Agencies:
Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to RecruitingPartnerships@Alarm.com.
