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