Responsibilities
Platform & Technical Support
Resolve platform incidents and service requests escalated from Tier 1 support or submitted through approved support channels.
Troubleshoot issues involving GitLab, CI/CD pipelines, developer tools, shared platform services, and standard application environments.
Investigate identity, authorization, application-access, and basic cloud and Kubernetes issues within established Tier 2 procedures.
Perform initial technical analysis to identify likely causes, determine appropriate remediation steps, and restore service when possible.
Communicate incident status, troubleshooting steps, and resolution details clearly to users and technical stakeholders.
Follow established operational procedures, security requirements, and service-management practices.
Incident Management & Escalation
Gather relevant logs, error messages, configuration details, and troubleshooting evidence before escalating complex issues.
Coordinate incident handoffs across identity and access management, DevSecOps, cloud, networking, observability, and application engineering teams.
Track incidents and service requests through resolution and verify service restoration with affected users.
Support shift handoffs, escalation procedures, and major-incident response activities as required.
Recognize issues that exceed Tier 2 authority or technical scope and escalate them to the appropriate engineering specialists.
Maintain accurate ticket records, including actions taken, findings, escalations, and final resolutions.
Knowledge Management & Continuous Improvement
Develop and maintain knowledge articles, troubleshooting procedures, known-error records, and operational support documentation.
Identify recurring incidents and recommend opportunities for automation, improved documentation, or permanent engineering fixes.
Monitor ticket trends, response and resolution performance, and recurring failure patterns.
Collaborate with engineering and operations teams to improve platform reliability, usability, and supportability.
Participate in service reviews and contribute recommendations to improve support processes and the overall user experience.
Location: This position is fully onsite in Chantilly, VA.
Qualifications
Required Qualifications - HS with 3+ years experience
Active TS/SCI clearance with CI Polygraph.
Approximately 3–5 years of experience in enterprise IT support, platform operations, DevOps support, cloud operations, application support, or a related technical discipline.
Working knowledge of Linux administration and basic cloud and container troubleshooting.
Familiarity with Git, CI/CD pipelines, identity and access management, networking, and Kubernetes concepts.
Experience using IT service-management or ticketing systems to track incidents and service requests.
Strong troubleshooting, customer-service, communication, and technical documentation skills.
Ability to follow established procedures, prioritize competing requests, and manage incidents through resolution.
Ability to work scheduled shifts and participate in support handoffs or on-call activities as required.
Desired Qualifications
Experience with one or more of the following is beneficial
GitLab and CI/CD pipeline troubleshooting.
Kubernetes and containerized application support.
AWS or comparable cloud environments.
ServiceNow or similar IT service-management platforms.
Keycloak or other enterprise identity and access-management platforms.
Production operations, incident management, and escalation procedures.
Shift-based or 24/7 technical support environments.
Supporting secure, restricted, or highly regulated enterprise technology environments.
Target Salary Range $51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Benefits Statement
Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.
- EEO
- EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
