IT Support Engineer

Job Description

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).

Key Responsibilities

1. 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.

2. 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.

3. 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.

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.

Preferred Qualifications

• 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.

Benefits

• A supportive place to work with incredible teams worldwide
• Genuine career progression opportunities
• Attractive remuneration package
• 100% paid private medical insurance
• Flexible working schedule
• Fully remote working
• Monthly “all hands” and other team-building events
• Competitive annual leave entitlement