Support Engineer (Tier 3) — Cloud Platform & Integrations
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Own Tier 3 resolution of incidents and service requests escalated from Tier 1 and Tier 2 support, troubleshooting full-stack issues across application behavior, identity/SSO, integrations, data ingestion, and AWS GovCloud infrastructure. Perform root cause analysis on complex and recurring issues; promote repeat incidents into change requests and bug-fix candidates for maintenance releases. Manage product-level escalations to OEM engineering teams while retaining ownership of ticket status and customer communication. Work within the enterprise ITSM ticketing environment, maintaining accurate ticket documentation, work-time tracking, and escalation records. Support security operations: patch verification, vulnerability remediation validation, and incident response assistance. Maintain runbooks, knowledge base articles, and known-issue documentation; feed resolution knowledge back to Tier 1/Tier 2 teams. Contribute to monthly service desk reporting and SLA performance reviews; participate in an on-call rotation for after-hours critical incidents.
Required Qualifications
- 5+ years of technical support, application support, or systems engineering experience, including at least 2 years at a Tier 3 or escalation-engineering level
- Strong troubleshooting skills for cloud-hosted SaaS and web applications, including log analysis, SQL queries, and API-level diagnostics
- Working knowledge of AWS services and monitoring/diagnostic tooling
- Experience troubleshooting authentication and access issues (SSO, SAML/OIDC, role-based access)
- Experience in ITIL-based incident and problem management using enterprise ticketing systems (SCSM, ServiceNow, or comparable) in SLA-driven environments
- Clear written and verbal communication with both end users and engineering teams, including RCA documentation
- U.S. citizenship required; must be able to obtain and maintain a DOJ High-Risk Public Trust (Tier 4) background investigation
- Bachelor's degree in information technology, computer science, or a related field
Desired Qualifications
- Federal support experience, ideally DOJ or law enforcement; familiarity with FedRAMP High environments
- Experience supporting digital evidence, forensics, or eDiscovery platforms (e.g., Cellebrite, Relativity, Everlaw)
- Scripting skills (Python or PowerShell) for diagnostics and support automation
- Experience supporting multi-tenant SaaS environments
- Certifications such as ITIL 4, AWS SysOps Administrator, or Security+
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