Tier 2 Platform Support Engineer

Responsibilities:

We are seeking Tier 2 Platform Support Engineers to provide technical support for enterprise platform users, development environments, and shared technology services. This role handles incidents and service requests escalated from Tier 1 support, troubleshooting issues across development tooling, CI/CD pipelines, platform services, identity and access, and cloud-based environments.

The ideal candidate combines strong troubleshooting and customer-support skills with working knowledge of Linux, cloud infrastructure, containers, networking, and software development workflows. The engineer will resolve issues within established procedures and coordinate with specialized engineering teams to address complex problems and restore service.

Responsibilities

Platform & Technical Support

• Resolve platform incidents and service requests escalated from Tier 1 support or submitted through approved support channels.

• Troubleshoot issues involving GitLab, CI/CD pipelines, developer tools, shared platform services, and standard application environments.

• Investigate identity, authorization, application-access, and basic cloud and Kubernetes issues within established Tier 2 procedures.

• Perform initial technical analysis to identify likely causes, determine appropriate remediation steps, and restore service when possible.

• Communicate incident status, troubleshooting steps, and resolution details clearly 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 complex issues.

• Coordinate incident handoffs across identity and access management, 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 issues that exceed Tier 2 authority or technical scope and escalate them to the appropriate engineering specialists.

• Maintain accurate ticket records, including 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 opportunities for automation, improved documentation, or permanent engineering fixes.

• Monitor ticket trends, response and 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 the overall user experience.

Location: This position is fully onsite in Chantilly, VA.

Qualifications:

Required Qualifications - HS with 3+ years experience

• Active TS/SCI clearance with CI Polygraph.

• Approximately 3–5 years of experience in enterprise IT support, platform operations, DevOps support, cloud operations, application support, or a related technical discipline.

• Working knowledge of Linux administration and basic cloud and container troubleshooting.

• Familiarity with Git, CI/CD pipelines, identity and access management, networking, and Kubernetes concepts.

• Experience using IT service-management or ticketing systems to track incidents and service requests.

• Strong troubleshooting, customer-service, communication, and technical documentation skills.

• Ability to follow established procedures, prioritize competing requests, and manage incidents through resolution.

• Ability to work scheduled shifts and participate in support handoffs or on-call activities as required.

Desired Qualifications

Experience with one or more of the following is 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 identity and access-management platforms.

• Production operations, incident management, and escalation procedures.

• Shift-based or 24/7 technical support environments.

• Supporting secure, restricted, or highly regulated enterprise technology environments.

Peraton Overview:

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. EEO: EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.