Infrastructure Support Engineer-Intermediate Level

USAA•San Antonio, TX

3d•$69,920 - $133,620•Hybrid

About The Position

USAA is seeking multiple Infrastructure Support Engineers at the intermediate level to provide Tier 2 technical support, operational engineering, and production support for enterprise infrastructure services. The role is an escalation point for incidents and service requests that Tier 1 teams cannot resolve, and supports troubleshooting, service restoration, monitoring, and operations across server, cloud, database, network, storage, and platform technologies. The engineer works with the Availability Command Center, Tier 1 Operations, engineering teams, and external vendors to address infrastructure incidents, service requests, operational problems, and stability initiatives. The role analyzes and resolves issues involving servers, operating systems, virtualization platforms, cloud services, storage, networking, middleware, and other enterprise infrastructure services. The position is under direct supervision and is based in San Antonio, Texas, with an in-office schedule of four days per week. Relocation assistance is not available.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
Three to five years of infrastructure operations experience.
Experience supporting 24x7 enterprise environments.
Experience in a NOC, Enterprise Availability Command Center, Operations Center, or Production Support organization.
Experience with Site Reliability Engineering (SRE) fundamentals supporting cloud-based infrastructure platforms.
Experience supporting financial services, insurance, healthcare, or other highly regulated industries.

Nice To Haves

Proficiency in Microsoft Windows Server Administration and Linux Administration (Red Hat, Ubuntu, or SUSE), with experience in VMware vSphere and Hyper-V.
Understanding of TCP/IP, DNS, and DHCP.
Experience with Microsoft Azure and Amazon Web Services (AWS), including hybrid cloud environments.
Experience with Docker and Kubernetes.
Hands-on experience with monitoring and observability platforms such as Dynatrace, Splunk, Datadog, or AWS CloudWatch.
Foundational to intermediate experience supporting z/OS environments, batch processing, and core mainframe infrastructure services.
Experience with ITSM tools such as ServiceNow or Jira Service Management and understanding of Incident, Change, and Problem Management processes.
Experience with SAN, NAS, enterprise storage, backup, recovery, and disaster recovery solutions.
Experience supporting databases such as Microsoft SQL Server, Oracle, PostgreSQL, or MySQL, including monitoring and performance.

Responsibilities

Design scalable IT system infrastructure and implement system changes with some independence; may automate service delivery and maintenance tasks and build solution ecosystems from infrastructure components.
Provide Tier 2 support for infrastructure-related incidents, service requests, and operational issues.
Troubleshoot and resolve complex production issues affecting servers, databases, cloud platforms, storage, networking, and core infrastructure services.
Participate in incident response, service restoration, and Major Incident recovery activities.
Monitor infrastructure health, performance, availability, and capacity.
Troubleshoot simple technology production issues with some assistance and identify issues for escalation.
Analyze outages to identify opportunities for solutions.
Participate in product selection and testing, applying engineering best practices, concepts, and patterns.
Intake customer requirements and align them with standardized product offerings.
Provide analytical and technical assistance to management and staff to continuously improve IT solutions.
Develop software-defined infrastructure as code in CI/CD pipelines.
Identify, measure, monitor, and control risks associated with business activities in accordance with risk and compliance policies and procedures.