IT Support Desk Engineer

Launch Legends•Cheyenne, WY

About The Position

We are seeking a L1 IT Support Desk Engineer to serve as the first line of technical support for the Autheo platform and Launch Legends ecosystem. This role is ideal for a technically curious, customer-focused professional with hands-on experience in cloud infrastructure, basic DevOps tooling, and modern application platforms. The L1 Support Desk Engineer will handle incident intake, initial triage, basic troubleshooting, and escalation while supporting cloud infrastructure, containerized workloads, automation pipelines, and Web3-related customer inquiries.

Requirements

1–3 years of experience in: Technical support, help desk, cloud support, or NOC/SOC-style roles
Practical, hands-on knowledge of AWS core services (EC2, S3, VPC, IAM, EKS)
Basic experience with containers, Docker, and Kubernetes concepts
Familiarity with CI/CD tools such as Jenkins and GitHub
Exposure to Infrastructure as Code (Terraform)
Working knowledge of Linux and Windows operating systems
Basic understanding of monitoring and alerting tools
Foundational understanding of blockchain, cryptocurrency, and Web3 concepts
Strong troubleshooting, documentation, and communication skills

Nice To Haves

AWS Certified Cloud Practitioner or Associate-level certification
Experience using AWS CLI in production environments
Familiarity with Helm charts and Kubernetes deployments
Prior experience supporting SaaS or cloud-native platforms
Exposure to on-call or shift-based support environments
Hands-on experience supporting crypto wallets (e.g., MetaMask, Trust Wallet, Ledger, WalletConnect) such as transaction troubleshooting (pending, failed, incorrect network).
Working knowledge of blockchain explorers (e.g., Etherscan, BscScan, PolygonScan, Arbiscan) to inspect wallet activity, track and verify transactions.
Basic understanding of smart contracts.
Ability to collect logs, transaction hashes (TXIDs), wallet addresses, and reproduction steps for L2/L3 escalation.
Familiarity with Solidity and OpenZeppelin at a conceptual level.

Responsibilities

Act as the first point of contact (L1) for technical incidents, alerts, and customer support requests
Perform initial incident triage, classification, and severity assessment
Troubleshoot and resolve common infrastructure, application, and platform issues
Escalate incidents to L2/L3 teams following defined escalation procedures
Document incidents, resolutions, and troubleshooting steps clearly and accurately
Provide basic operational support for AWS services, including: EC2, S3, VPCs EKS (Kubernetes basics) Load Balancers (ALB / NLB) AWS Lambda AWS Registry (ECR) IAM user access and permissions KMS (basic key usage and access)
Execute common AWS CLI commands for diagnostics and operational tasks
Assist with environment validation, configuration checks, and access management
Support and troubleshoot: Amazon Linux Oracle Linux Windows Server environments
Perform basic OS-level checks, log reviews, and service restarts
Operate and support existing automation pipelines and tools, including: Jenkins and GitHub-based CI/CD pipelines Running and validating Terraform templates Docker for container image builds Helm for Kubernetes deployments
Assist with pipeline execution, validation, and failure triage
Follow documented runbooks and automation procedures
Monitor systems and applications using tools such as Wazuh and cloud-native monitoring solutions
Respond to alerts and perform first-level investigation
Escalate recurring or high-impact issues with supporting data
Provide L1 support for customers using blockchain, cryptocurrency, and Web3-related features
Assist with wallet connectivity issues, node interactions, and platform usage questions
Escalate complex blockchain or protocol-level issues to specialized teams