- Assist customers and internal teams with technical deployment and configuration of VisibleThread solutions within private cloud and secure AWS/Cloud Enclave environments.
- Provide Tier 2/3 operational support for cloud-hosted environments, focusing on underlying infrastructure, including virtual machines (Linux), networking (VPC, security groups, routing), security (WAF) and storage.
- Monitor system health, performance, and security posture of deployed instances, performing routine maintenance, patching, and upgrades.
- Utilize Infrastructure As Code tools and scripting to streamline deployment and recurring maintenance tasks.
- Serve as a primary technical point of contact for customer support tickets related to cloud deployment, application access, performance, and security settings.
- Provide clear, professional, and compliant guidance to customers on best practices for operating VisibleThread in their secure, CUI-handling environments.
- Create and maintain comprehensive technical documentation, knowledge base articles, and runbooks.
- Collaborate with VisibleThread's Engineering and Customer Success teams to ensure complex issues are resolved quickly and effectively.
- Ensure all support and deployment activities strictly adhere to security policies and compliance requirements associated with handling CUI data.
- Administer and troubleshoot user access, identity management (e.g., Active Directory/Azure AD integration), and security protocols within the customer's cloud instance.
- Assist customers in preparing for compliance audits.
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