Responsibilities
Will engage with end users and customer stakeholders to gather requirements, troubleshoot issues with Wickr services and identify needs to improve customer support. Primary responsibilities:
- Assess the current messaging and collaboration service implementation.
- Document the "as-is" environment, and identify design improvements for scalability, reliability, and security.
- Develop and document standard operating procedures (SOPs), runbooks, and knowledge articles for messaging and collaboration service operations and support.
- Collaborate with security, networking, and collaboration/tooling teams on integration challenges (e.g., directory services, identity, logging, and monitoring platforms, etc.).
- Monitor service health, usage, and capacity; implement alerting and reporting for key metrics.
- Plan and execute upgrades, patches, and configuration changes, following change-management processes.
- Provide training and guidance to internal help desk and engineering teams on features, policies, and support processes.
- Act as primary technical liaison when advanced troubleshooting or roadmap input is needed.
Job Requirements
- 7-10 years overall IT experience.
- 3+ years working with AWS infrastructure in a sysadmin, devops, or cloud engineering role.
- Experience in a senior support, consulting, or technical account manager role where you led discovery, documented customer environments, and recommended improvements.
- Experience running workshops or interviews to understand user adoption, pain points, and training needs.
- Hands-on experience administering AWS Wickr and/or Wickr Enterprise (network admin, cluster admin, or similar role).
- Ability to operate in ambiguous environments, perform discovery, and propose a structured plan to get from "unknown current state" to a well-documented, managed Wickr service.
- Experience performing initial setup and ongoing configuration of Wickr networks, user provisioning, security policies, retention, and compliance settings.
- Experience integrating Wickr with identity providers (IdP) such as Active Directory, Azure AD, Okta, or other SAML/OIDC services.
- Experience operating secure collaboration or messaging platforms (e.g., Microsoft Teams, Slack Enterprise Grid, Signal/other E2EE tools) in regulated or high-security environments.
- Experience troubleshooting real-time communication issues: connectivity, media quality, federation, client configuration, and endpoint problems.
- Strong communication skills capable of communicating technical concepts to senior leadership and customer stakeholders.
Certifications
- Security+ CE (Required)
Associate level AWS certifications
- AWS Certified Solutions Architect - Associate
- AWS Certified CloudOps Engineer - Associate
This position supports work located in Chesapeake, VA. Some travel to that area may be required.
We use E-Verify to confirm the identity and employment eligibility of all new hires.
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