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IT Support Engineer

14 hours, 59 minutes ago
United States
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Active Directory AWS DNS EC2 Linux RHEL Splunk TCP/IP Ubuntu WAF
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VisibleThread - Language Analysis Platform

VisibleThread - Language Analysis Platform

VisibleThread is an AI-driven language analysis platform that improves RFPs, contracts, and business writing with quantifiable metrics. Trusted by top US federal contractors, it scans documents for liability concerns, drives compliance, and facilitates...

Professional Services
51-250
View All Jobs 3

Description

  • Assist customers and internal teams with deploying and configuring VisibleThread solutions in private cloud and secure AWS cloud environments.
  • Provide Tier 2/3 support for cloud-hosted environments, including Linux virtual machines, networking, security controls, and storage.
  • Monitor system health, performance, and security posture, and perform routine maintenance, patching, and upgrades.
  • Use infrastructure-as-code tools and scripting to streamline deployments and recurring maintenance tasks.
  • Serve as a primary technical point of contact for customer support tickets related to deployment, access, performance, and security.
  • Provide clear, compliant guidance to customers on operating VisibleThread in secure, CUI-handling environments.
  • Create and maintain technical documentation, knowledge base articles, and runbooks for deployment, troubleshooting, and compliance procedures.
  • Collaborate with Engineering and Customer Success teams to resolve complex issues quickly and effectively.
  • Administer and troubleshoot user access, identity management, and security protocols within customer cloud instances.
  • Support customers in preparing for compliance audits by providing evidence related to deployment security posture and configuration.

Requirements

  • 3+ years of experience in technical IT support, cloud operations, or systems administration.
  • Hands-on experience with AWS, including EC2, RDS, VPC, and IAM.
  • Experience with AWS GovCloud (US) and AWS Landing Zone Accelerator is highly desirable.
  • Experience deploying and administering enterprise applications in Linux environments such as RHEL or Ubuntu.
  • Strong understanding of network fundamentals in a cloud context, including TCP/IP, DNS, VPN, load balancers, and firewalls.
  • Familiarity with compliance frameworks such as NIST SP 800-171 or CMMC.
  • Excellent written and verbal communication skills with the ability to work professionally with external customers and technical teams.
  • Experience with ticketing systems such as Jira Service Management or ServiceNow and working to defined SLAs.
  • Must be a US Citizen due to the sensitive nature of the data and support environment.
  • AWS certification such as AWS Certified SysOps Administrator – Associate or AWS Certified Solutions Architect – Associate is preferred.
  • Experience supporting applications deployed as a virtual appliance or on-premise in a private cloud environment is preferred.
  • Familiarity with security tools and concepts such as vulnerability scanning, intrusion detection, and log management tools like Splunk, CloudWatch, or CloudTrail is preferred.
  • Previous experience supporting customers in the US Government, Defense, or Aerospace industries is preferred.

Benefits

  • Competitive annual leave entitlement.
  • 100% paid private medical insurance.
  • Flexible working schedule.
  • Fully remote working.
  • Attractive remuneration package.
  • Career progression opportunities.
  • Monthly all-hands and other team-building events.
  • A supportive global team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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