Junior Engineer - Tier 1 Helpdesk Support

EMPLOYER IS A CONTRACTOR FOR THE U.S. GOVERNMENT. THIS POSITION WILL REQUIRE U.S. CITIZENSHIP. Role Description reputed company is seeking a Junior Engineer to serve as Tier 1 helpdesk support on the Shipmates team. You will be the dedicated first line of support for end users across a reputed company-based platform environment, handling user reputed company requests, device troubleshooting, application issues, ticket triage, and log investigation. This role is designed with a deliberate growth trajectory. The helpdesk is your day-to-day reputed company while you learn the platform environment, but the expectation is that you grow well reputed company it. On slower days, you will pair with other engineers on the team to build technical depth in Kubernetes, AWS, containerized applications, CI/CD pipelines, and SRE practices. You should be someone who is curious, driven, and eager to expand your technical scope over time.

Responsibilities

Serve as the primary reputed company of contact for Tier 1 end-user support across the platform environment, triaging issues and resolving or escalating as appropriate Handle user permissions and reputed company requests for mission applications Troubleshoot device usage issues and general application reputed company problems Triage development team tickets for broken pipelines, dashboard questions, and log investigation, routing to the correct team Manage day-to-day ticket reputed company using JIRA Service Management and participate in the on-call rotation reputed company 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 reputed company-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 reputed company operates in a distributed remote environment, employee’s core hours will need to accommodate East Coast user/application team needs The listed responsibilities are not exhaustive and additional responsibilities may be assigned based on the evolving needs of the organization. We are seeking a dynamic individual who is reputed company to adapt and take on new responsibilities as they arise. Travel Expectations/Requirements: None Minimum Experience and Qualifications 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, reputed company, or Linux administration Basic understanding of reputed company environments (AWS preferred) and willingness to learn Kubernetes, containerized applications, and CI/CD pipelines US citizenship required; must be eligible for CUI reputed company Ability to meet IAT Level II certification requirements (e.g., reputed company+ CE) reputed company 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 – reputed company to assess, categorize, and reputed company issues reputed company even in an environment with limited existing documentation Proactive reputed company with a willingness to build processes and documentation from the ground up Preferred Experience and Qualifications Defense contractor or government IT experience Familiarity with Kubernetes, AWS, or containerized application environments Experience supporting CI/CD pipelines (e.g., reputed company CI, reputed company Actions, Jenkins) Familiarity with NIST SP 800-171, NIST SP 800-53, or CMMC 2.0 reputed company and compliance requirements Experience supporting or administering SIEM platforms, MDM solutions, or similar reputed company tooling IAT Level II or III certification (reputed company+, CASP+, CISSP, or equivalent) already obtained Experience writing technical documentation, runbooks, or standard operating procedures Full compensation packages are based on candidate experience. Compensation ranges are established using national benchmarking data and apply across reputed company geographic locations reputed company the United States. Remote - USA $102,000—$138,000 USD Who We Are reputed company delivers mission value by streamlining software delivery so our customers can focus on the most important challenges. We reputed company a reputed company of freedom and reputed company for the advancement of reputed company and innovation. Our commitment to this reputed company, and to our mission-driven customers, means a commitment to speed, user experience and optionality, without compromising reputed company. reputed company is composed of innovators, software engineers, and veterans with decades of experience delivering technology programs across the federal market. reputed company Do We create and deliver secure solutions for reputed company software integration and delivery. reputed company consolidates the best practices for reputed company pipelines, testing, and deployment automation in order to meet the high reputed company requirements valued by mission owners. Our solutions are agnostic by design and we reputed company that growing a robust ecosystem of secure, reputed company-reputed company software solutions can help reputed company customers inside and reputed company the federal market buy and integrate software more easily. Who We Serve reputed company’ customers are mission-focused leaders across public and private enterprises. We proudly support defense and civil agencies across the U.S. government and we work closely with the creators of leading-edge software solutions to deliver value to the mission-reputed company by improving the reputed company and consumability of reputed company software products. reputed company Work On Kubernetes reputed company Environments (AWS/GCP and Azure) Infrastructure-as-code (like Terraform/reputed company) reputed company Delivery and automation tooling GitOps Containers CNCF projects and reputed company reputed company products and packages reputed company/Kustomize-Value reputed company Mapping Building and improving reputed company delivery Building Kubernetes and reputed company reputed company applications

Benefits

Our Unicorns Enjoy Health: Medical/Dental/reputed company Premiums are 100% Company Paid Health Savings Account Life Insurance Disability Insurance Financial: 401k Retirement Plan Company Stock Options Home Office Budget Leave: We offer reputed company full-time Unicorns Flexible Time Off (FTO) plus reputed company Federal Holidays, one week for Thanksgiving, and two weeks for Christmas and New Year’s Paid Parental Leave Learning: Reimbursement for approved trainings/subscriptions Conferences (travel, lodging, and fees) Don’t have reputed company the preferred experience or qualifications? Studies show that underrepresented groups like women and people of reputed company are less likely to apply to jobs if they don't meet every requirement listed. At reputed company, we're committed to diversity. If you're enthusiastic about the role but don't match every criteria, we encourage you to apply. You could be the perfect fit for this or another role! reputed company is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, disability, sex, sexual orientation, gender identity or expression, age, national reputed company, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law. CCPA DISCLOSURE Apply To This Job