Product Support Engineer - TS/SCI/Poly
About The Position
Seize your opportunity to make a personal impact as a Product Support Engineer supporting customer activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiators. As a Product Support Engineer, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Product Support Engineer joining our highly skilled team to lead day-to-day operations and drive our mission to be a premier provider of IT operations excellence to the customer. We deliver comprehensive IT service management across multiple fabrics and centers, ensuring seamless integration and optimal performance. We have a responsibility to ensure operational IT capabilities provide our client with the timeliness, accuracy and reliability they demand from all our highly professional roles. Be the change, lead our change – join us!
Requirements
- Strong troubleshooting and diagnostic skills across application stacks and infrastructure components
- Hands-on experience with logging, monitoring, and alerting tools (e.g., Splunk, New Relic, Grafana, Datadog)
- Proficiency in writing scripts or using tools for automation (e.g., Python, PowerShell, Bash)
- Understanding of DevOps principles, CI/CD pipelines, and incident response processes
- Familiarity with cloud platforms such as AWS or Azure
- Exceptional communication and documentation skills, especially in high-pressure or customer-facing situations
- Associates or Bachelors degree in a related field; or possess an advanced degree in a related field (such as: Computer Science, IT Management, Engineering, Data Science)
- 4+ yrs of directly related professional work experience
- ITIL Intermediate
- Troubleshooting Expertise
- Security Clearance Level: TS/SCI with active polygraph
- US Citizenship Required: Yes
Responsibilities
- Troubleshoot and resolve escalated Tier 3 support issues, collaborating with development, QA, and operations teams when needed
- Provide direct technical support during product rollouts, system upgrades, and customer deployments
- Participate in release readiness assessments and ensure operational requirements are addressed pre-launch
- Assist in planning and executing operational transitions by developing support documentation, training materials, and runbooks
- Conduct root cause analysis (RCA) of recurring problems and drive permanent fixes through process or product changes
- Work closely with Product Management and Engineering to relay field feedback and inform feature improvements
- Create and maintain technical documentation, FAQs, and knowledge base articles for internal and customer use
- Monitor system health and performance metrics post-deployment to validate stability and drive corrective actions if needed
- Serve as a subject matter expert for specific product components or domains
Benefits
- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
