Poly

GD Information Technology•Tysons Corner, VA

1d•$104,188 - $140,960•Onsite

About The Position

Seize your opportunity to make a personal impact as a Product Support Engineer supporting customer activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiators. As a Product Support Engineer, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Product Support Engineer joining our highly skilled team to lead day-to-day operations and drive our mission to be a premier provider of IT operations excellence to the customer. We deliver comprehensive IT service management across multiple fabrics and centers, ensuring seamless integration and optimal performance. We have a responsibility to ensure operational IT capabilities provide our client with the timeliness, accuracy and reliability they demand from all our highly professional roles. Be the change, lead our change – join us!

Requirements

Strong troubleshooting and diagnostic skills across application stacks and infrastructure components
Hands-on experience with logging, monitoring, and alerting tools (e.g., Splunk, New Relic, Grafana, Datadog)
Proficiency in writing scripts or using tools for automation (e.g., Python, PowerShell, Bash)
Understanding of DevOps principles, CI/CD pipelines, and incident response processes
Familiarity with cloud platforms such as AWS or Azure
Exceptional communication and documentation skills, especially in high-pressure or customer-facing situations
Associates or Bachelors degree in a related field; or possess an advanced degree in a related field (such as: Computer Science, IT Management, Engineering, Data Science)
4+ yrs of directly related professional work experience
ITIL Intermediate
Troubleshooting Expertise
Security Clearance Level : TS/SCI with active polygraph

Responsibilities

Troubleshoot and resolve escalated Tier 3 support issues, collaborating with development, QA, and operations teams when needed
Provide direct technical support during product rollouts, system upgrades, and customer deployments
Participate in release readiness assessments and ensure operational requirements are addressed pre-launch
Assist in planning and executing operational transitions by developing support documentation, training materials, and runbooks
Conduct root cause analysis (RCA) of recurring problems and drive permanent fixes through process or product changes
Work closely with Product Management and Engineering to relay field feedback and inform feature improvements
Create and maintain technical documentation, FAQs, and knowledge base articles for internal and customer use
Monitor system health and performance metrics post-deployment to validate stability and drive corrective actions if needed
Serve as a subject matter expert for specific product components or domains