Junior Engineer – Tier 1 Helpdesk Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for Tier 1 end-user support within the platform environment, addressing issues and resolving or escalating them as necessary.

• Manage user permissions and access requests for mission-critical applications.

• Diagnose device usage concerns and general application access challenges.

• Assess and route development team tickets for broken pipelines, dashboard inquiries, and log investigations to the appropriate teams.

• Oversee daily ticket management utilizing JIRA Service Management and participate in the on-call rotation.

• Create and uphold internal documentation, runbooks, playbooks, and triage procedures to standardize Tier 1 operations.

• Contribute to the platform homepage and user-facing documentation, which includes support contact details and links to helpful guides.

• Establish and maintain clear boundaries for Tier 1 scope and escalation criteria in collaboration with Tier 2 engineering teams.

• Collaborate with senior engineers during periods of lower volume to enhance technical knowledge in Kubernetes, AWS, CI/CD pipelines, and SRE practices associated with the platform.

• Assist with documentation initiatives for platform User and Admin guides.

⛳️ Requirements

• Experience in an IT help desk, systems administration, or IT operations role.

• Familiarity with ticketing systems such as JIRA Service Management or comparable tools.

• Proficient in macOS, Windows, or Linux administration.

• Basic knowledge of cloud environments (AWS preferred) and a desire to learn about Kubernetes, containerized applications, and CI/CD pipelines.

• US citizenship is required; must be eligible for CUI access.

• Capability to fulfill IAT Level II certification requirements (e.g., Security+ CE) within a specified timeframe, or already certified at IAT II–III.

• Strong collaboration skills to work effectively with cross-functional teams in a remote and asynchronous setting.

• Excellent triage instincts – able to evaluate, categorize, and route issues efficiently, even in an environment with limited existing documentation.

• A proactive approach with a readiness to develop processes and documentation from scratch.

🏝️ Benefits

• Medical/Dental/Vision coverage.

• Premiums fully covered by the Company.

• Health Savings Account.

• Life Insurance.

• Disability Insurance.

• 401k Retirement Plan.

• Company Stock Options.

• Home Office Budget.

• Flexible Time Off (FTO).

• Paid Parental Leave.