Location: Remote (Canada)

Salary: CA$75,000–CA$95,000

Reports to: Chief Operating Officer

Type: Full-time, Permanent

Work Location: Remote (Ontario)

About Cloud Metric

We're a rapidly growing technology services company (Cloud Metric, Telecom Metric, Server Cloud Canada), delivering AI, cloud infrastructure, IT managed services, cybersecurity, and VoIP solutions to 200+ clients across Canada. We are founded on the principle of putting customers first, and investment in our team.

Why This Role Matters

This role is the bridge between a signed quote and a successful project. When a new client comes on board — or when an incident hits an existing one — this is the person who walks into the environment, figures out what's actually there, what's at risk, and what needs to happen next. You'll own the technical assessments, write the Statements of Work that the project team builds against, and lead the root cause analysis when things go wrong. The quality of your work directly shapes how every project starts and how every incident gets resolved. It's a senior, autonomous role with high visibility to executive leadership and a real say in how we evolve our standards.

Core Values

• Customer First
• Honesty & Integrity
• Growth Mindset
• One Team, One Mission
• Ownership
• Resiliency

Mentorship & Career Growth

We are dedicated to supporting new and existing team members. We have a broad mix of experience levels and tenures, and we continue to build and encourage an environment that celebrates knowledge sharing and mentorship. We care about your career growth, and strive to support learning and assign projects based on what will help each team member develop into a better, more well-rounded professional. We believe that this allows each team member to grow at an accelerated pace, and reach their full potential. We strictly adhere to the principle of meritocracy in terms of career growth opportunities.

Inclusive and Diverse Culture

At Cloud Metric Inc., we are proud to embrace and celebrate our differences within the team. We recognize that diversity is one of our core strengths in terms of our business and its future growth. We are committed to furthering our culture of inclusion. Our core values and leadership principles guide our team members to seek out diverse perspectives, to learn from one another, to be curious, and to build trust.

Work-Life Balance

Our team values work-life balance, and we recognize that whilst we operate a support service to our clients that can place demands on time, striking a healthy balance between personal and professional life is crucial to the success and happiness of the whole team. This role is fully remote with flexible scheduling — we encourage as much flexibility in schedules as the business needs allow.

Success in Your First 90 Days

• Complete your first end-to-end client onboarding assessment, from signed quote to handed-off SOW
• Establish working relationships with the Account Manager team, Lead Technicians, and the COO
• Refresh and contribute to our assessment templates, SOW frameworks, and health check checklists
• Lead at least one post-incident root cause analysis with a client-ready report and recommendations
• Identify two or more recurring issues across the client base and propose systemic fixes

Your Impact and Responsibilities

New Client Onboarding — Assessment & SOW Development (35%)

• Take ownership of signed quotes and conduct comprehensive assessments of incoming client environments — networks, servers, endpoints, cloud services, security posture, backup infrastructure, licensing
• Identify anomalies, misconfigurations, security gaps, and technical debt; clearly distinguish between critical issues that need immediate attention and items to address during onboarding
• Develop detailed technical Statements of Work (SOWs) that lock down scope, deliverables, re