Junior Engineer – Tier 1 Helpdesk Support

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Defense Unicorns

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

💰 Seed Round on 2022-10

Defense • Software • Cybersecurity

Defense Unicorns is a cutting-edge technology company focused on transforming the way the U. S. Department of Defense (DoD) procures and deploys mission-critical software capabilities. Through its Airgap App Store and Unicorn Delivery Service (UDS), Defense Unicorns offers a centralized marketplace of trusted, pre-approved applications designed for rapid, secure, and compliant deployments in the most secure and complex DoD environments. The company emphasizes speed and reliability in software delivery, catering to various missions across domains such as Army, Navy, Air Force, and Space Force. Defense Unicorns meets the unique challenges of DevSecOps for defense systems, ensuring operational adaptability and security in mission-critical software deployments.

📋 Description

• Serve as the primary point of contact for Tier 1 end-user support across the platform environment, triaging issues and resolving or escalating as appropriate • Handle user permissions and access requests for mission applications • Troubleshoot device usage issues and general application access problems • Triage development team tickets for broken pipelines, dashboard questions, and log investigation, routing to the correct team • Manage day-to-day ticket flow using JIRA Service Management and participate in the on-call rotation • Develop and maintain internal documentation, runbooks, playbooks, and triage procedures to formalize Tier 1 processes • Contribute to platform homepage and user-facing documentation, including support contact information and links to guides • Define and maintain clear Tier 1 scope boundaries and escalation criteria in coordination with Tier 2 engineering teams • Pair with senior engineers during lower-volume periods to build technical depth in Kubernetes, AWS, CI/CD pipelines, and SRE practices with the platform. • Support documentation efforts for platform User and Admin guides

🎯 Requirements

• Experience in an IT help desk, system administration, or IT operations role • Familiarity with ticketing systems such as JIRA Service Management or similar • Experience with macOS, Windows, or Linux administration • Basic understanding of cloud environments (AWS preferred) and willingness to learn Kubernetes, containerized applications, and CI/CD pipelines • US citizenship required; must be eligible for CUI access • Ability to meet IAT Level II certification requirements (e.g., Security+ CE) within a defined timeline, or already certified at IAT II–III • Ability to collaborate effectively with cross-functional teams in a remote, asynchronous environment • Strong triage instincts – able to assess, categorize, and route issues efficiently even in an environment with limited existing documentation • Proactive mindset with a willingness to build processes and documentation from the ground up

🏖️ Benefits

• Medical/Dental/Vision • Premiums are 100% Company Paid • Health Savings Account • Life Insurance • Disability Insurance • 401k Retirement Plan • Company Stock Options • Home Office Budget • Flexible Time Off (FTO) • Paid Parental Leave