Infrastructure Support Engineer

USAA•San Antonio, TX

6d•Hybrid

About The Position

USAA is seeking multiple dedicated Infrastructure Support Engineers to provide Tier 2 technical support, operational engineering, and production support for enterprise infrastructure services. This role serves as an escalation point for incidents and service requests that cannot be resolved by Tier 1 support teams. The engineer is responsible for troubleshooting, service restoration, monitoring, and operational support across server, cloud, database, network, storage, and platform technologies. Working closely with the Availability Command Center (ACC), Tier 1 Operations, Engineering Teams, and external vendors, this position provides technical expertise for infrastructure incidents, service requests, operational problems, and stability initiatives. The engineer analyzes and resolves issues related to servers, operating systems, virtualization platforms, cloud services, storage, networking, middleware, and enterprise infrastructure services. This position requires an individual to be in the office 4 days per week and will be based in San Antonio, TX. Relocation assistance is not available.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
4 years of infrastructure operations experience
Experience supporting 24x7 enterprise environments
Experience in a NOC or an Enterprise Availability Command Center, Operations Center, or Production Support organization
Experience supporting cloud-based infrastructure platforms
Experience supporting financial services, insurance, healthcare, or other highly regulated industries

Nice To Haves

Operating systems & virtualization: Microsoft Windows Server, Linux (Red Hat), and VMware experience.
Network services: Strong knowledge of TCP/IP, DNS, and DHCP.
Cloud platforms: Experience with Azure, AWS, and hybrid cloud environments.
Containerization: Experience with Docker and Kubernetes.
Monitoring & observability: Familiarity with Dynatrace, Splunk, Datadog, or AWS CloudWatch.
Mainframe & z/OS: Foundational support experience with z/OS, batch processing, and core infrastructure services.
ITSM tools: Experience with ServiceNow or Jira Service Management and Incident, Change, and Problem Management.
SRE expertise: Experience supporting cloud platforms with a focus on reliability, performance, and automation.
High availability & disaster recovery: Knowledge of SAN, NAS, enterprise storage, backup, recovery, and DR solutions.
Database support: Experience supporting SQL Server, Oracle, PostgreSQL, or MySQL, including monitoring and performance.
Regulated industries & 24x7 operations: Experience supporting critical infrastructure in financial services, healthcare, or other regulated environments.

Responsibilities

Designs scalable IT system infrastructure, implements system changes with consistency and autonomy, and automates service delivery and maintenance tasks.
Builds monitoring and tooling for systems.
Independently resolves complex technology production issues by troubleshooting IT systems.
Identifies opportunities for improvements and makes recommendations to management.
Analyzes complex outages and identifies opportunities for system improvements.
Understands and consistently exercises engineering best practices, concepts, and patterns.
Understands the customer and identifies solutions and ideas for the customer with some assistance.
Evaluates potential Technology solutions with some oversight.
Mentors junior engineers and may begin mentoring peer engineers.
Develops software-defined infrastructure in code in CI/CD Pipelines.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.