IT Support Engineer

VisibleThread

4h•Remote

About The Position

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).

Requirements

Minimum of 3+ years of experience in a technical IT Support, Cloud Operations, or Systems Administration role.
Proven hands-on experience with Amazon Web Services (AWS), including foundational services like EC2, RDS, VPC and IAM with AWS GovCloud (US) and AWS Landing Zone Accelerator is highly desirable.
Demonstrated experience with the deployment and administration of enterprise applications in Linux (RHEL/Ubuntu) environments.
Strong understanding of network fundamentals (TCP/IP, DNS, VPN, Load Balancers, Firewalls) in a cloud context.
Familiarity with regulatory compliance frameworks relevant to US government data and contractors, such as NIST SP 800-171 or CMMC.
Excellent written and verbal communication skills, with a proven ability to interact professionally and clearly with external customers and technical teams.
Experience with ticketing systems (e.g., Jira Service Management, ServiceNow) and meeting defined Service Level Agreements (SLAs).
Must be a US Citizen due to the sensitive nature of the data and customer environment support.

Nice To Haves

AWS Certification (e.g., AWS Certified SysOps Administrator – Associate or AWS Certified Solutions Architect – Associate).
Experience supporting applications deployed as a virtual appliance or on-premise in a private cloud environment.
Familiarity with security tools and concepts related to vulnerability scanning, intrusion detection, and log management (e.g., Splunk, Cloud Watch, Cloud Trail).
Previous experience working with customers in the US Government (GovCon), Defense, or Aerospace industries.

Responsibilities

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.
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.
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.