IT Support Engineer

🕒 March 31

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VisibleThread

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏛️ Government

🏢 Enterprise

💰 Venture Round on 2016-09

Software • Government • Enterprise

VisibleThread is a company that provides RFP (Request for Proposal) software designed to streamline and automate the proposal process for businesses, particularly those involved in government contracting. Their products, VT Docs and VT Writer, leverage AI to assist in analyzing solicitations, creating and editing proposals, and managing compliance. VisibleThread's software is utilized by some of the largest government contractors to increase efficiency and quality in proposal development, reduce risk, and improve win rates. The company's solutions cater to various industries, including defense, aerospace, IT services, and government, and are tailored to roles within business development, contract management, and project management.

📋 Description

• Cloud Deployment and Operations Support • Assist customers and internal teams with the deployment and configuration of VisibleThread solutions within their private cloud and secure AWS/Cloud Enclave environments. • 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. • Monitor system health, performance, and security posture of deployed instances, performing routine maintenance, patching, and upgrades in coordination with customer schedules. • Utilize Infrastructure As Code tools and scripting to streamline deployment and recurring maintenance tasks. • Customer and Technical Support • Serve as a primary technical point of contact for customer support tickets related to cloud deployment, application access, performance, and security settings. • Provide clear, professional, and compliant guidance to customers on best practices for operating VisibleThread in their secure, CUI-handling environments. • Create and maintain comprehensive technical documentation, knowledge base articles, and runbooks for common deployment scenarios, troubleshooting steps, and security compliance procedures. • Collaborate closely with VisibleThread's Engineering and Customer Success teams to ensure complex issues are resolved quickly and effectively. • Security and Compliance • 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). • Administer and troubleshoot user access, identity management (e.g., Active Directory/Azure AD integration), and security protocols within the customer's cloud instance. • 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. • AWS Certification (e.g., **AWS Certified SysOps Administrator – Associate** or **AWS Certified Solutions Architect – Associate**).

🏖️ 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