Sr. Technical Support Engineer

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We are seeking a highly skilled and experienced Senior Technical Support Engineer to serve as a subject matter expert (SME) in supporting and maintaining a complex cloud-based infrastructure. This individual will play a key role in managing and troubleshooting systems built on Windows, Red Hat, and VMware vSphere, with a strong focus on the Aura Stack platform. The ideal candidate will have deep technical expertise, a proactive approach to issue resolution, and a strong commitment to maintaining system security and performance.

Key Responsibilities:

• Serve as the technical lead during complex outages, providing expert-level troubleshooting and guidance under high-pressure scenarios, including participation in on-call rotation during nights and weekends.
• Deliver Tier II/III support for application investigation, resolution, and escalation across the organization's technology ecosystem.
• Conduct periodic system security and performance reviews, ensuring the environment remains compliant, optimized, and resilient.
• Create and maintain accurate and comprehensive technical documentation, including system configurations, troubleshooting procedures, and platform architecture.
• Communicate technical information clearly and professionally through oral and written reports, ensuring transparency and alignment with internal and external stakeholders.
• Manage and maintain certificates and licenses across the Aura Stack platform, ensuring continuity and compliance.
• Remediate security vulnerabilities in accordance with FedRAMP-mandated timelines, working closely with security and compliance teams.
• Demonstrate a willingness to learn and support a wide range of third-party software and hardware applications from multiple vendors.

Qualifications:

• Extensive experience with Windows Server, Red Hat Linux, and VMware vSphere in a cloud or hybrid-cloud environment.
• Proven experience troubleshooting and supporting Aura Stack or similar cloud infrastructure platforms.
• Strong understanding of cloud integration, security best practices, and performance tuning.
• Familiarity with FedRAMP compliance is strongly preferred.
• Excellent communication and documentation skills.
• Ability to work both independently and collaboratively in a fast-paced, mission-critical environment.
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

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