Support Engineer

What you'll do

• Administer enterprise productivity platforms across on-premise, AWS cloud-hosted, and SaaS environments.
• Troubleshoot and resolve complex technical issues across productivity engineering applications.
• Coordinate with vendors on platform upgrades, support cases, and technical issues.
• Design and implement automation, integrations, and process improvements to enhance platform performance.
• Manage platform configurations, plugin lifecycles, and access controls within defined procedures.
• Monitor performance against established SLA/SLO targets across all supported platforms.
• Develop and maintain runbooks, knowledge base articles, and operational documentation.
• Participate in on-call rotations and support incident response efforts.

What we're looking for

• Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT, or equivalent.
• 2+ years of experience in application support, systems engineering, or technical operations.
• Hands-on experience administering enterprise productivity platforms like Atlassian (Jira, Confluence, JSM) including scripting and automation.
• Experience with requirements management or enterprise software platforms such as Jama Connect, DOORS, or Polarion.
• Familiarity with data handling requirements in regulated environments, such as export-controlled data.
• Experience with automation and integration tools like ScriptRunner for Atlassian using Python, Groovy, or Bash (preferred).
• Experience supporting controlled data environments (EAR, ITAR, CUI) on cloud platforms like AWS (preferred).
• U.S. Citizen.