Support Engineer
ROLE
We need an experienced Support Engineer at the U.S. Securities and Exchange Commission (SEC). The SEC's Division of Corporation Finance reviews public company filings to ensure investors are provided with the material information they need to make informed investment decisions. The Disclosure Review Program (DRP) System - also known as SWAT (System of Workflow and Activity Tracking) is the cloud-based platform that enables this review work, integrating with EDGAR and other SEC systems to support the review of transactional and annual filings. In this role, you will deliver Tier 3 technical support for the DRP System, managing and resolving incidents across defined severity levels, performing root cause analysis, automating routine support tasks, and providing data analytics support to business stakeholders. This is a full-time, remote opportunity. We can offer a competitive salary and a comprehensive benefits package.
RESPONSIBILITIES
- Deliver Tier 3 support as the primary responsible, managing the tickets mailbox, triaging incoming requests, and resolving issues directly wherever possible.
- Manage and resolve incidents using a structured triage and escalation model aligned with defined severity levels and SLAs. Responsible for Tier 3 resolution, including code and script fixes, completing root cause analysis (RCAs) for all significant incidents, and maintaining records in the Jira ticketing system, supporting trend analysis and continuous improvement.
- Meet or exceed all SLAs across all severity levels by maintaining clear escalation paths, documented triage workflows, and real-time visibility into ticket status.
- Perform analysis of alternatives (AoA) and provide recommendations when technical decisions arise.
- Continuously optimize the knowledge base to keep content accurate, well-structured, and easy to search, reducing repeat ticket volume and empowering users to resolve common issues independently.
- Automate routine support tasks including troubleshooting steps, status update, and user management workflows, to reduce manual effort and increase overall service efficiency.
- Provide ad hoc query and data analytics support to business stakeholders within requested timeframes.
REQUIRED SKILLS/EXPERIENCE
- Database Proficiency: Strong ability to write and execute SQL queries to investigate data issues, trace transactions, and run database diagnostics on PostgreSQL database.
- System Monitoring & APM: Experience tracking application logs and metrics using tools like Datadog, Splunk.
- Cloud & Infrastructure: Foundational knowledge of cloud platforms (AWS) and containerization (Docker).
- Scripting: Basic coding skills in Python, Java, React or Spring Boot to automate routine maintenance and log analysis tasks.
- Incident Management: Experience working within Tier 1 to Tier 3 escalation structures.
- Ticketing Systems: Fluency in IT service management platforms such as ServiceNow or Jira.
- ITIL Framework: Understanding of standard ITIL practices governing incident, problem, and change management.
- Root Cause Analysis (RCA): Strong problem-solving abilities to identify the root cause of system bugs rather than just applying temporary patches.
REQUIRED EDUCATION / CERTIFICATIONS
- Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field
LOCATION
- Remote (Within eastern time zone)
CLEARANCE
- U.S. citizenship is required. Dual citizenship is not permitted on this contract.
- Ability to obtain SEC public trust
CLIENT
- Securities and Exchange Commission (SEC), Disclosure Review Program (DRP)
WORK HOURS
EMPLOYMENT CLASSIFICATION
- Employment Classification Eligibility - W2
RELOCATION
- Not eligible for relocation benefits
COMPENSATION
- Salary range: $90,000 - $110,000
- Benefits: Benefits package includes options for health, dental, and vision insurance coverage; 401k contribution options
