Tier 2 Platform Support Engineer
Peraton · Chantilly, VA, US
About this role
## Tier 2 Platform Support Engineer ### Responsibilities - Provide technical support for enterprise platform users, development environments, and shared technology services. - Handle incidents and service requests escalated from Tier 1 support or submitted through approved support channels. - Troubleshoot issues across: - GitLab and CI/CD pipelines - Developer tools and shared platform services - Standard application environments - Identity/authorization and application access - Basic cloud and Kubernetes issues (within Tier 2 procedures) - Perform initial technical analysis to identify likely causes, determine remediation steps, and restore service when possible. - Communicate incident status, troubleshooting steps, and resolution details to users and technical stakeholders. - Follow established operational procedures, security requirements, and service-management practices. ### Incident Management & Escalation - Gather relevant logs, error messages, configuration details, and troubleshooting evidence before escalating. - Coordinate incident handoffs across identity & access, DevSecOps, cloud, networking, observability, and application engineering teams. - Track incidents and service requests through resolution and verify service restoration with affected users. - Support shift handoffs, escalation procedures, and major-incident response activities as required. - Recognize when issues exceed Tier 2 authority/scope and escalate to appropriate engineering specialists. - Maintain accurate ticket records (actions taken, findings, escalations, and final resolutions). ### Knowledge Management & Continuous Improvement - Develop and maintain knowledge articles, troubleshooting procedures, known-error records, and operational support documentation. - Identify recurring incidents and recommend automation, improved documentation, or permanent engineering fixes. - Monitor ticket trends, response/resolution performance, and recurring failure patterns. - Collaborate with engineering and operations teams to improve platform reliability, usability, and supportability. - Participate in service reviews and contribute recommendations to improve support processes and user experience. ### Location - **Fully onsite** in **Chantilly, VA** ### Qualifications **Required** - HS with **3+ years** experience - **Active TS/SCI clearance with CI Polygraph** - ~**3–5 years** experience in enterprise IT support, platform operations, DevOps support, cloud operations, application support, or related technical discipline - Working knowledge of **Linux administration** and basic cloud/container troubleshooting - Familiarity with **Git**, **CI/CD pipelines**, **identity & access management**, **networking**, and **Kubernetes** concepts - Experience using IT service-management/ticketing systems - Strong troubleshooting, customer service, communication, and technical documentation skills - Ability to follow procedures, prioritize requests, and manage incidents through resolution - Ability to work scheduled shifts and participate in handoffs/on-call as required **Desired (beneficial)** - GitLab and CI/CD pipeline troubleshooting - Kubernetes and containerized application support - AWS or comparable cloud environments - ServiceNow (or similar) IT service-management platforms - Keycloak (or other enterprise IAM platforms) - Production operations, incident management, and escalation procedures - Shift-based or 24/7 support environments - Supporting secure/restri
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