Tier 2 Platform Support Engineer

Peraton•Chantilly, VA

5d•Onsite

About The Position

We are seeking Tier 2 Platform Support Engineers to provide technical support for enterprise platform users, development environments, and shared technology services. This role handles incidents and service requests escalated from Tier 1 support, troubleshooting issues across development tooling, CI/CD pipelines, platform services, identity and access, and cloud-based environments. The ideal candidate combines strong troubleshooting and customer-support skills with working knowledge of Linux, cloud infrastructure, containers, networking, and software development workflows. The engineer will resolve issues within established procedures and coordinate with specialized engineering teams to address complex problems and restore service.

Requirements

HS with 3+ years experience
Active TS/SCI clearance with CI Polygraph
Approximately 3–5 years of experience in enterprise IT support, platform operations, DevOps support, cloud operations, application support, or a related technical discipline.
Working knowledge of Linux administration and basic cloud and container troubleshooting.
Familiarity with Git, CI/CD pipelines, identity and access management, networking, and Kubernetes concepts.
Experience using IT service-management or ticketing systems to track incidents and service requests.
Strong troubleshooting, customer-service, communication, and technical documentation skills.
Ability to follow established procedures, prioritize competing requests, and manage incidents through resolution.
Ability to work scheduled shifts and participate in support handoffs or on-call activities as required.

Nice To Haves

GitLab and CI/CD pipeline troubleshooting.
Kubernetes and containerized application support.
AWS or comparable cloud environments.
ServiceNow or similar IT-management platforms.
Keycloak or other enterprise identity and access-management platforms.
Production operations, incident management, and escalation procedures.
Shift-based or 24/7 technical support environments.
Supporting secure, restricted, or highly regulated enterprise technology environments.

Responsibilities

Resolve platform incidents and service requests escalated from Tier 1 support or submitted through approved support channels.
Troubleshoot issues involving GitLab, CI/CD pipelines, developer tools, shared platform services, and standard application environments.
Investigate identity, authorization, application-access, and basic cloud and Kubernetes issues within established Tier 2 procedures.
Perform initial technical analysis to identify likely causes, determine appropriate remediation steps, and restore service when possible.
Communicate incident status, troubleshooting steps, and resolution details clearly to users and technical stakeholders.
Follow established operational procedures, security requirements, and service-management practices.
Gather relevant logs, error messages, configuration details, and troubleshooting evidence before escalating complex issues.
Coordinate incident handoffs across identity and access management, DevSecOps, cloud, networking, observability, and application engineering teams.
Track incidents and service requests through resolution and verify service restoration with affected users.
Support shift handoffs, escalation procedures, and major-incident response activities as required.
Recognize issues that exceed Tier 2 authority or technical scope and escalate them to the appropriate engineering specialists.
Maintain accurate ticket records, including actions taken, findings, escalations, and final resolutions.
Develop and maintain knowledge articles, troubleshooting procedures, known-error records, and operational support documentation.
Identify recurring incidents and recommend opportunities for automation, improved documentation, or permanent engineering fixes.
Monitor ticket trends, response and resolution performance, and recurring failure patterns.
Collaborate with engineering and operations teams to improve platform reliability, usability, and supportability.
Participate in service reviews and contribute recommendations to improve support processes and the overall user experience.