# IT Support Engineer

> VisibleThread · United States (Remote) · Full-time · Posted 2026-03-30

**Workplace:** remote

**Department:** Engineering

## Description

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

## Apply

[Apply at VisibleThread](https://apply.workable.com/visiblethread/j/4DEC2A4288/apply)

---
Powered by [Workable](https://www.workable.com)