HiringCafe
Posted 1mo ago

IT Support Engineer

@ VisibleThread
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United States
RemoteFull Time
Responsibilities:deploying solutions, troubleshooting infrastructure, monitoring systems
Requirements Summary:3+ years in technical IT support, cloud operations, or systems administration; strong AWS experience; Linux admin; network fundamentals; US government compliance familiarity; US citizen; strong communication; experience with ticketing systems.
Technical Tools Mentioned:Amazon Web Services (AWS), Linux (RHEL/Ubuntu), Jira Service Management, ServiceNow, AWS GovCloud, AWS Landing Zone Accelerator, WAF, VPC, CloudWatch, CloudTrail, Splunk, Security basics
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Job Description

VisibleThread is seeking a highly motivated and experienced IT Support Contractor to focus on the deployment, operations, and customer support of our solutions within highly secure, compliant cloud environments.

This critical, customer-facing role will specialize in our private cloud and AWS GovCloud deployments, which are specifically designed to handle Controlled Unclassified Information (CUI). The ideal candidate has a strong background in IT support, cloud infrastructure (especially AWS), and a solid understanding of government compliance frameworks (e.g., NIST SP 800-171, CMMC).

Key Responsibilities

1. Cloud Deployment and Operations Support

  • Deployment: Assist customers and internal teams with the technical deployment and configuration of VisibleThread solutions within their private cloud and secure AWS/Cloud Enclave environments.
  • Infrastructure Troubleshooting: Provide Tier 2/3 operational support for cloud-hosted environments, focusing on the underlying infrastructure, including virtual machines (Linux), networking (VPC, security groups, routing), security (WAF) and storage.
  • Monitoring and Maintenance: Monitor system health, performance, and security posture of deployed instances, performing routine maintenance, patching, and upgrades in coordination with customer schedules.
  • Automation: Utilize Infrastrucutre As Code tools and scripting to streamline deployment and recurring maintenance tasks.

2. Customer and Technical Support

  • Incident Resolution: Serve as a primary technical point of contact for customer support tickets related to cloud deployment, application access, performance, and security settings.
  • Customer Guidance: Provide clear, professional, and compliant guidance to customers on best practices for operating VisibleThread in their secure, CUI-handling environments.
  • Documentation: Create and maintain comprehensive technical documentation, knowledge base articles, and runbooks for common deployment scenarios, troubleshooting steps, and security compliance procedures.
  • Escalation: Collaborate closely with VisibleThread's Engineering and Customer Success teams to ensure complex issues are resolved quickly and effectively.

3. Security and Compliance

  • CUI/Security Focus: Ensure all support and deployment activities strictly adhere to security policies and compliance requirements associated with handling CUI data (e.g., access control, encryption standards, logging).
  • Access Management: Administer and troubleshoot user access, identity management (e.g., Active Directory/Azure AD integration), and security protocols within the customer's cloud instance.
  • Audit Support: Assist customers in preparing for compliance audits by providing data and evidence related to the security posture and configuration of the VisibleThread deployment.