Support Specialist (Cloud/AWS)

TL;DR

Support Specialist (Cloud/AWS): Providing advanced Tier III application and operational support for mission-critical federal security management systems with an accent on troubleshooting complex issues and ensuring system availability. Focus on root-cause analysis, AWS GovCloud monitoring, and maintaining strict SLA compliance within a federal environment.

Location: Remote (Must be a U.S. Person with an active DoD Secret clearance)

Company

A mission-driven technology company specializing in Cloud, DevSecOps, and AI solutions for the federal sector.

What you will do

• Provide Tier 3 escalation support for production incidents and complex user-reported issues affecting federal personnel vetting systems.
• Monitor system performance and operational health during Government-defined hours (0800–2000 ET) and maintain 24x7x365 on-call availability.
• Conduct and document root-cause analysis for outages and performance degradation events.
• Manage support mailbox inquiries and resolve tickets in accordance with established SLAs.
• Administer user accounts, groups, and access controls within a federal environment.
• Support system patching, IAVA compliance, and STIG activities under engineering direction.

Requirements

• 3–5 years of IT operations or technical support experience in a federal or enterprise environment.
• Active DoD Secret clearance and U.S. Person status are mandatory.
• Experience supporting cloud-hosted applications, specifically AWS GovCloud (CloudWatch, GuardDuty, etc.).
• DoD 8140/8570 baseline certification (Security+).
• ITIL Foundation certification or equivalent service management background.
• Proficiency with ITSM/ticketing systems and SLA-driven support operations.

Culture & Benefits

• 100% employer-paid medical, dental, and vision insurance for employees.
• 401K retirement plan with employer matching.
• Flexible/Combined PTO, bereavement leave, and 11 paid company holidays.
• Professional development training reimbursement.
• Life insurance.