VisibleThread

IT Support Engineer

VisibleThread

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

AWSAzureCloudDNSEC2FirewallsLinuxServiceNowSplunkTCP/IP

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT supportcloud operationssystems administrationAWSLinuxnetwork fundamentalsCUI handlingautomationinfrastructure as codeincident resolution
Soft skills
communicationcustomer supporttechnical guidancedocumentationcollaborationproblem-solvingprofessionalismattention to detailtime managementadaptability
Certifications
AWS Certified SysOps Administrator – AssociateAWS Certified Solutions Architect – Associate