Tier 3 Support Engineer to serve as the final escalation point for a U.S. Department of Justice cloud-based digital evidence management program serving U.S. Attorneys' Offices nationwide. Sitting behind district-level Tier 1 and nationwide Tier 2 help desk support, this engineer resolves the most complex platform, integration, and data issues - working across a FedRAMP High SaaS evidence platform, enterprise integrations, and AWS GovCloud infrastructure under SLA-driven incident and service request management.
Responsibilities- Own Tier 3 resolution of incidents and service requests escalated from Tier 1 and Tier 2 support, working tickets against priority-based MTTR/MTTC service levels
- Troubleshoot across the full stack: application behavior, identity/SSO and access issues, system integrations (ITSM, eDiscovery review, SIEM), data ingestion and export failures, and cloud infrastructure
- Perform root cause analysis on complex and recurring issues; promote repeat incidents into change requests and bug-fix candidates for maintenance releases
- Manage product-level escalations to OEM engineering teams while retaining ownership of ticket status and customer communication
- Work within the enterprise ITSM ticketing environment, maintaining accurate ticket documentation, work-time tracking, and escalation records
- Support security operations: patch verification, vulnerability remediation validation, and incident response assistance
- Maintain runbooks, knowledge base articles, and known-issue documentation; feed resolution knowledge back to Tier 1/Tier 2 teams
- Contribute to monthly service desk reporting and SLA performance reviews; participate in an on-call rotation for after-hours critical incidents
Required Qualifications- 5+ years of technical support, application support, or systems engineering experience, including at least 2 years at a Tier 3 or escalation-engineering level
- Strong troubleshooting skills for cloud-hosted SaaS and web applications, including log analysis, SQL queries, and API-level diagnostics
- Working knowledge of AWS services and monitoring/diagnostic tooling
- Experience troubleshooting authentication and access issues (SSO, SAML/OIDC, role-based access)
- Experience in ITIL-based incident and problem management using enterprise ticketing systems (SCSM, ServiceNow, or comparable) in SLA-driven environments
- Clear written and verbal communication with both end users and engineering teams, including RCA documentation
- U.S. citizenship required; must be able to obtain and maintain a DOJ High-Risk Public Trust (Tier 4) background investigation
- Bachelor's degree in information technology, computer science, or a related field
Preferred Qualifications- Federal support experience, ideally DOJ or law enforcement; familiarity with FedRAMP High environments
- Experience supporting digital evidence, forensics, or eDiscovery platforms (e.g., Cellebrite, Relativity, Everlaw)
- Scripting skills (Python or PowerShell) for diagnostics and support automation
- Experience supporting multi-tenant SaaS environments
- Certifications such as ITIL 4, AWS SysOps Administrator, or Security+
