IT Support Engineer @VisibleThread
Customer Service
Salary unspecified
Remote Location
πŸ‡ΊπŸ‡Έ USA Only
Job Type full-time
Posted 5d ago

[Hiring] IT Support Engineer @VisibleThread

5d ago - VisibleThread is hiring a remote IT Support Engineer. πŸ’Έ Salary: unspecified πŸ“Location: USA

Role 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).

Key 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 Infrastructure 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.

Qualifications

  • 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 β€œall hands” and other team-building events.
  • Competitive annual leave entitlement.
Before You Apply
️
πŸ‡ΊπŸ‡Έ Be aware of the location restriction for this remote position: USA Only
β€Ό Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
IT Support Engineer @VisibleThread
Customer Service
Salary unspecified
Remote Location
πŸ‡ΊπŸ‡Έ USA Only
Job Type full-time
Posted 5d ago
Apply for this position
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️
πŸ‡ΊπŸ‡Έ Be aware of the location restriction for this remote position: USA Only
β€Ό Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
Did not apply βœ“
Applied βœ“
Sent Follow-Up βœ“
Interview Scheduled βœ“
Interview Completed βœ“
Offer Accepted βœ“
Offer Declined βœ“
Unlock 152,720 Remote Jobs
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