Job Description Role: Executive Deskside Support Engineer, End User Computing / Workplace Services Location - Des Moines, IA (no remote option) - Onsite Job Key Responsibilities Executive & VIP Support Provide dedicated deskside and remote technical support for executives and designated VIP users. Deliver a white-glove support experience , ensuring issues are handled with urgency, professionalism, and minimal disruption. Take end-to-end ownership of executive incidents and service requests through resolution. Provide proactive technical assistance before critical meetings, executive presentations, and leadership events. Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation. Maintain clear communication with executive users throughout incident resolution. Ensure appropriate follow-up after resolution to confirm services are functioning as expected. Desktop & Endpoint Support Provide advanced troubleshooting and support for: Windows 10/11 laptops and desktops Microsoft Surface and other enterprise endpoint devices Hardware and peripheral issues Docking stations and monitors Printers and scanners Headsets, webcams, keyboards, and other peripherals Device performance and operating system issues Software installation and troubleshooting Device replacement, refresh, and migration activities Support device provisioning, configuration, diagnostics, repair coordination, and replacement as required. Microsoft 365 Support Provide advanced user support for: Microsoft Outlook Microsoft Teams OneDrive for Business SharePoint Online Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Edge Troubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services. Mobile Device Support Support executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices. Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications. Support device enrollment and mobile device management processes. Assist with device replacements, upgrades, and migrations. Coordinate with mobility and security teams for complex mobile-device issues. Executive Meeting & Conference Room Support Provide proactive support for executive meetings, leadership sessions, and critical presentations. Validate conference room technology before high-profile meetings where required. Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues. Provide rapid onsite intervention for executive meeting-room issues. Coordinate with AV and collaboration teams for advanced conference-room incidents. Identity, Access & Connectivity Troubleshoot common end-user issues involving: Microsoft Entra ID authentication Multi-factor authentication Windows login VPN connectivity Corporate Wi-Fi Wired network connectivity Password and account-related issues Remote-access services Work with identity, networking, and security teams when advanced troubleshooting or privileged changes are required. Incident & Service Management Create, update, and manage executive support tickets in the organization's ITSM platform. Maintain accurate troubleshooting notes and resolution details. Ensure executive incidents receive appropriate prioritization under established ITSM procedures. Escalate high-impact or recurring issues to appropriate technical teams. Participate in Major Incident Management when executive services are impacted. Identify recurring executive support issues and recommend permanent corrective actions. Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation. Executive Onboarding & Offboarding Provide technology support for executive onboarding, transfers, and departures, including: Laptop and endpoint preparation Mobile device setup Microsoft 365 configuration Access validation Peripheral and workspace setup Conference and collaboration tool readiness Coordinate across relevant teams to ensure executive technology is operational when required. Security & Confidentiality Maintain strict confidentiality when handling executive devices, data, communications, and support requests. Follow organizational cybersecurity, privacy, and data-handling policies. Ensure devices remain compliant with endpoint-security requirements. Immediately escalate suspected security incidents through established security procedures. Maintain appropriate chain of custody and handling procedures for executive equipment where applicable. Required Technical Skills End-User Computing Windows 10/11 Microsoft Surface and enterprise laptop/desktop hardware Device drivers and peripherals Printing and scanning Remote desktop/support tools Endpoint troubleshooting Microsoft 365 Outlook Teams OneDrive SharePoint Word Excel PowerPoint Endpoint Management Hands-on experience with technologies such as: Microsoft Intune Microsoft Configuration Manager Windows Autopilot Enterprise endpoint security tools Mobility iOS/iPhone/iPad Android Mobile Device Management Corporate email and Teams configuration Mobile authentication and connectivity troubleshooting Networking Working knowledge of: TCP/IP DNS DHCP VPN Wi-Fi LAN connectivity Network troubleshooting fundamentals Identity & Security Working knowledge of: Microsoft Entra ID Multi-factor authentication Windows authentication BitLocker Endpoint security fundamentals Executive Support Competencies The candidate must demonstrate: Excellent customer-service orientation Executive presence and professional communication Ability to remain calm during urgent or high-pressure situations Strong sense of ownership and accountability Excellent troubleshooting and analytical skills Ability to communicate technical issues clearly to non-technical executives Strong prioritization and time-management skills High level of discretion and confidentiality Ability to coordinate rapidly across multiple technology teams Strong attention to detail Proactive rather than purely reactive support mindset Preferred Qualifications 5-8+ years of enterprise deskside/EUC support experience. Demonstrated experience supporting C-suite, senior executives, or VIP users. Experience in a large enterprise or managed-services environment. Experience supporting executive meetings and conference-room technology. Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies. Experience with ServiceNow, ManageEngine ServiceDesk Plus, or a comparable ITSM platform. Relevant Microsoft endpoint or Microsoft 365 certifications are preferred. ITIL Foundation certification is an advantage. Success Measures Performance in this role should focus on: Executive user experience and satisfaction Responsiveness to priority incidents End-to-end ticket ownership Incident restoration and resolution Repeat-incident reduction Meeting and event technology readiness Accurate ticket documentation Successful executive onboarding/device refresh Compliance with security and ITSM processes
11/14/2026
Full time
Job Description Role: Executive Deskside Support Engineer, End User Computing / Workplace Services Location - Des Moines, IA (no remote option) - Onsite Job Key Responsibilities Executive & VIP Support Provide dedicated deskside and remote technical support for executives and designated VIP users. Deliver a white-glove support experience , ensuring issues are handled with urgency, professionalism, and minimal disruption. Take end-to-end ownership of executive incidents and service requests through resolution. Provide proactive technical assistance before critical meetings, executive presentations, and leadership events. Coordinate with infrastructure, network, security, application, collaboration, and vendor teams when issues require escalation. Maintain clear communication with executive users throughout incident resolution. Ensure appropriate follow-up after resolution to confirm services are functioning as expected. Desktop & Endpoint Support Provide advanced troubleshooting and support for: Windows 10/11 laptops and desktops Microsoft Surface and other enterprise endpoint devices Hardware and peripheral issues Docking stations and monitors Printers and scanners Headsets, webcams, keyboards, and other peripherals Device performance and operating system issues Software installation and troubleshooting Device replacement, refresh, and migration activities Support device provisioning, configuration, diagnostics, repair coordination, and replacement as required. Microsoft 365 Support Provide advanced user support for: Microsoft Outlook Microsoft Teams OneDrive for Business SharePoint Online Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Edge Troubleshoot issues involving Outlook profiles, mailbox access, Teams meetings, OneDrive synchronization, Microsoft 365 applications, authentication, and related end-user services. Mobile Device Support Support executive smartphones and tablets, including iPhone, iPad, and enterprise-supported Android devices. Troubleshoot corporate email, Microsoft Teams, authentication, certificates, Wi-Fi, and other approved business applications. Support device enrollment and mobile device management processes. Assist with device replacements, upgrades, and migrations. Coordinate with mobility and security teams for complex mobile-device issues. Executive Meeting & Conference Room Support Provide proactive support for executive meetings, leadership sessions, and critical presentations. Validate conference room technology before high-profile meetings where required. Troubleshoot Microsoft Teams meeting connectivity, audio, video, displays, cameras, microphones, and presentation-sharing issues. Provide rapid onsite intervention for executive meeting-room issues. Coordinate with AV and collaboration teams for advanced conference-room incidents. Identity, Access & Connectivity Troubleshoot common end-user issues involving: Microsoft Entra ID authentication Multi-factor authentication Windows login VPN connectivity Corporate Wi-Fi Wired network connectivity Password and account-related issues Remote-access services Work with identity, networking, and security teams when advanced troubleshooting or privileged changes are required. Incident & Service Management Create, update, and manage executive support tickets in the organization's ITSM platform. Maintain accurate troubleshooting notes and resolution details. Ensure executive incidents receive appropriate prioritization under established ITSM procedures. Escalate high-impact or recurring issues to appropriate technical teams. Participate in Major Incident Management when executive services are impacted. Identify recurring executive support issues and recommend permanent corrective actions. Maintain executive-support knowledge articles, SOPs, and troubleshooting documentation. Executive Onboarding & Offboarding Provide technology support for executive onboarding, transfers, and departures, including: Laptop and endpoint preparation Mobile device setup Microsoft 365 configuration Access validation Peripheral and workspace setup Conference and collaboration tool readiness Coordinate across relevant teams to ensure executive technology is operational when required. Security & Confidentiality Maintain strict confidentiality when handling executive devices, data, communications, and support requests. Follow organizational cybersecurity, privacy, and data-handling policies. Ensure devices remain compliant with endpoint-security requirements. Immediately escalate suspected security incidents through established security procedures. Maintain appropriate chain of custody and handling procedures for executive equipment where applicable. Required Technical Skills End-User Computing Windows 10/11 Microsoft Surface and enterprise laptop/desktop hardware Device drivers and peripherals Printing and scanning Remote desktop/support tools Endpoint troubleshooting Microsoft 365 Outlook Teams OneDrive SharePoint Word Excel PowerPoint Endpoint Management Hands-on experience with technologies such as: Microsoft Intune Microsoft Configuration Manager Windows Autopilot Enterprise endpoint security tools Mobility iOS/iPhone/iPad Android Mobile Device Management Corporate email and Teams configuration Mobile authentication and connectivity troubleshooting Networking Working knowledge of: TCP/IP DNS DHCP VPN Wi-Fi LAN connectivity Network troubleshooting fundamentals Identity & Security Working knowledge of: Microsoft Entra ID Multi-factor authentication Windows authentication BitLocker Endpoint security fundamentals Executive Support Competencies The candidate must demonstrate: Excellent customer-service orientation Executive presence and professional communication Ability to remain calm during urgent or high-pressure situations Strong sense of ownership and accountability Excellent troubleshooting and analytical skills Ability to communicate technical issues clearly to non-technical executives Strong prioritization and time-management skills High level of discretion and confidentiality Ability to coordinate rapidly across multiple technology teams Strong attention to detail Proactive rather than purely reactive support mindset Preferred Qualifications 5-8+ years of enterprise deskside/EUC support experience. Demonstrated experience supporting C-suite, senior executives, or VIP users. Experience in a large enterprise or managed-services environment. Experience supporting executive meetings and conference-room technology. Hands-on experience with Microsoft 365, Windows, Intune, and enterprise endpoint technologies. Experience with ServiceNow, ManageEngine ServiceDesk Plus, or a comparable ITSM platform. Relevant Microsoft endpoint or Microsoft 365 certifications are preferred. ITIL Foundation certification is an advantage. Success Measures Performance in this role should focus on: Executive user experience and satisfaction Responsiveness to priority incidents End-to-end ticket ownership Incident restoration and resolution Repeat-incident reduction Meeting and event technology readiness Accurate ticket documentation Successful executive onboarding/device refresh Compliance with security and ITSM processes
Job Description Company Description TechSur Solutions is a digital services company whose mission is to enable digital transformation for our customers to improve quality and efficiency. Based in the DC metropolitan area, TechSur specializes in advanced cloud services, modernization for both IT structures and applications, leveraging Agile development, and Data Analytics. Since we were formed in August of 2016, we have supported multiple impactful and exciting government programs. Job Description TechSur is seeking a Cloud Network Engineer to design and run the network that connects a federal customer's private cloud, data centers, and four public cloud providers. You will build hub-and-spoke topologies, dedicated cloud interconnects, and firewall policies that put Zero Trust principles into practice across AWS, Azure, Google Cloud, and Oracle Cloud. You will work with cloud engineers, security specialists, and customer network teams to integrate cloud networks with the customer's enterprise network and WAN. You will then keep that connectivity secure, observable, and resilient in production. Key Responsibilities Design and implement hub-and-spoke network architectures across AWS, Azure, GCP, and OCI, integrated with the customer's WAN and DNS services. Provision and manage dedicated connections and VPNs: AWS Direct Connect, Azure ExpressRoute, Google Cloud Interconnect, OCI FastConnect, and IPsec site-to-site VPN. Configure BGP routing, route tables, transit gateways, and failover between on-premises data centers and cloud regions. Create and maintain firewall policies, security groups, and network segmentation for production, integration, development, and sandbox environments. Implement Zero Trust network controls (micro-segmentation, private endpoints, identity-aware access) aligned with NIST SP 800-207 and customer security standards. Build network configurations as code with Terraform and track changes through ServiceNow change management. Monitor network performance and flows with CSP-native tools (VPC Flow Logs, Network Watcher, Network Intelligence Center, OCI Network Path Analyzer) and forward events to Splunk. Troubleshoot connectivity, latency, and DNS issues and support incident response as part of 24/7 operations. Document network designs, runbooks, and diagrams, and provide evidence for ATO packages. Qualifications Required Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. At least 5 years of network engineering experience, including cloud networking in at least one major cloud provider. Hands-on experience creating and managing firewall policies in cloud-native and/or next-generation firewalls. Experience provisioning dedicated cloud connections (Direct Connect, ExpressRoute, Cloud Interconnect, or FastConnect) and IPsec VPNs. Strong working knowledge of BGP, TCP/IP, subnetting, routing, load balancing, and DNS. Experience implementing Zero Trust network architecture or segmentation. Ability to obtain and maintain the background investigation required by the federal customer. Preferred Qualifications Cisco CCNP Enterprise or CCNP Security, or Palo Alto Networks PCNSE. AWS Certified Advanced Networking - Specialty, Microsoft Azure Network Engineer Associate (AZ-700), or Google Professional Cloud Network Engineer. Networking experience across more than one of AWS, Azure, GCP, and OCI. Experience with Terraform or Ansible for network automation. Experience with multi-cloud network or Zero Trust platforms (e.g., Aviatrix, Zscaler, Palo Alto Prisma Access). Experience in federal environments and with NIST SP 800-53 network controls. Prior support of a civilian federal agency.
11/14/2026
Full time
Job Description Company Description TechSur Solutions is a digital services company whose mission is to enable digital transformation for our customers to improve quality and efficiency. Based in the DC metropolitan area, TechSur specializes in advanced cloud services, modernization for both IT structures and applications, leveraging Agile development, and Data Analytics. Since we were formed in August of 2016, we have supported multiple impactful and exciting government programs. Job Description TechSur is seeking a Cloud Network Engineer to design and run the network that connects a federal customer's private cloud, data centers, and four public cloud providers. You will build hub-and-spoke topologies, dedicated cloud interconnects, and firewall policies that put Zero Trust principles into practice across AWS, Azure, Google Cloud, and Oracle Cloud. You will work with cloud engineers, security specialists, and customer network teams to integrate cloud networks with the customer's enterprise network and WAN. You will then keep that connectivity secure, observable, and resilient in production. Key Responsibilities Design and implement hub-and-spoke network architectures across AWS, Azure, GCP, and OCI, integrated with the customer's WAN and DNS services. Provision and manage dedicated connections and VPNs: AWS Direct Connect, Azure ExpressRoute, Google Cloud Interconnect, OCI FastConnect, and IPsec site-to-site VPN. Configure BGP routing, route tables, transit gateways, and failover between on-premises data centers and cloud regions. Create and maintain firewall policies, security groups, and network segmentation for production, integration, development, and sandbox environments. Implement Zero Trust network controls (micro-segmentation, private endpoints, identity-aware access) aligned with NIST SP 800-207 and customer security standards. Build network configurations as code with Terraform and track changes through ServiceNow change management. Monitor network performance and flows with CSP-native tools (VPC Flow Logs, Network Watcher, Network Intelligence Center, OCI Network Path Analyzer) and forward events to Splunk. Troubleshoot connectivity, latency, and DNS issues and support incident response as part of 24/7 operations. Document network designs, runbooks, and diagrams, and provide evidence for ATO packages. Qualifications Required Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. At least 5 years of network engineering experience, including cloud networking in at least one major cloud provider. Hands-on experience creating and managing firewall policies in cloud-native and/or next-generation firewalls. Experience provisioning dedicated cloud connections (Direct Connect, ExpressRoute, Cloud Interconnect, or FastConnect) and IPsec VPNs. Strong working knowledge of BGP, TCP/IP, subnetting, routing, load balancing, and DNS. Experience implementing Zero Trust network architecture or segmentation. Ability to obtain and maintain the background investigation required by the federal customer. Preferred Qualifications Cisco CCNP Enterprise or CCNP Security, or Palo Alto Networks PCNSE. AWS Certified Advanced Networking - Specialty, Microsoft Azure Network Engineer Associate (AZ-700), or Google Professional Cloud Network Engineer. Networking experience across more than one of AWS, Azure, GCP, and OCI. Experience with Terraform or Ansible for network automation. Experience with multi-cloud network or Zero Trust platforms (e.g., Aviatrix, Zscaler, Palo Alto Prisma Access). Experience in federal environments and with NIST SP 800-53 network controls. Prior support of a civilian federal agency.
Supports brewery operations by troubleshooting and resolving IT/OT incidents across systems, infrastructure, operational technology, and end-user services. Provides hands-on onsite and remote support, coordinates escalations, documents work in ServiceNow, and partners with brewery stakeholders and enterprise teams to minimize disruptions and improve technology support. Responsibilities Troubleshoot and resolve IT/OT issues affecting brewery employees and processes. Triage, repair, and coordinate resolution of technology incidents and service requests. Provide hands-on onsite and remote support for brewery systems, infrastructure, and end-user services. Use Service Now and enterprise tools to document work, manage requests, and coordinate escalations. Partner with brewery stakeholders and support teams across locations to deliver consistent technology services. Contribute to standardization, continuous improvement, knowledge sharing, and operational best practices. Required Skills IT/OT troubleshooting Technology incident management Service request management Service Now Brewery systems support Infrastructure support Operational technology support End-user technical support Enterprise support tools Service documentation and escalation
11/12/2026
Full time
Supports brewery operations by troubleshooting and resolving IT/OT incidents across systems, infrastructure, operational technology, and end-user services. Provides hands-on onsite and remote support, coordinates escalations, documents work in ServiceNow, and partners with brewery stakeholders and enterprise teams to minimize disruptions and improve technology support. Responsibilities Troubleshoot and resolve IT/OT issues affecting brewery employees and processes. Triage, repair, and coordinate resolution of technology incidents and service requests. Provide hands-on onsite and remote support for brewery systems, infrastructure, and end-user services. Use Service Now and enterprise tools to document work, manage requests, and coordinate escalations. Partner with brewery stakeholders and support teams across locations to deliver consistent technology services. Contribute to standardization, continuous improvement, knowledge sharing, and operational best practices. Required Skills IT/OT troubleshooting Technology incident management Service request management Service Now Brewery systems support Infrastructure support Operational technology support End-user technical support Enterprise support tools Service documentation and escalation
Job Description Job Description Company Overview: About Us: Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students. Purpose: Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We're focused on delivering the tools, support, and partnerships that help make that vision a reality. Mission: Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We're reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education. Product Owner Overview: At Incident IQ, we are reinventing how software gets built. In our Full Stack Agentic Development (FSAD) model, engineering capacity is no longer the bottleneck, context is. The Product Owner is the person who eliminates that bottleneck. This role is less about managing a backlog and more about becoming the deepest source of customer understanding on the team, translating real K-12 pain points into the structured context that AI agents and developers need to build the right thing, fast. This means spending less time in traditional Agile ceremonies and more time inside the build cycle, co-creating in real time alongside developers and AI agents, validating output as it is generated, and ensuring the team never loses the "why" behind what they are building. The right candidate brings deep empathy for K-12 customers, the precision to encode that understanding into markdown-based Vision Canvases, and the drive to prove that Human + AI + Dev produces more than the sum of their parts. The Mindset We're Looking For: Technical background matters less than attitude. We are looking for someone who: Sees AI as a collaborator, not just a tool, and is excited to plan and work inside AI environments alongside their team. Is energized by building new processes, not just following established ones. Can execute with discipline in the present while imagining and influencing a better future model. Communicates with precision, knowing that clear inputs to AI systems are as important as clear requirements to engineers. Thrives in a fast-moving, iterative environment where today's best practice may be replaced by something better next quarter. Product Owner Responsibilities: Develop deep, firsthand empathy for K-12 customer workflows, becoming the team's ultimate source of truth on what users need, why they need it, and what "winning" looks like for them. Transform customer pain points into high-fidelity Vision Canvases, structured markdown documents that provide the shared context AI agents and developers need to build the right thing without rework or misinterpretation. Be present and active inside the build cycle, participating in real-time alongside developers and AI agents, validating code and UI/UX as it is generated rather than reviewing it days later in a handoff. Participate in lightweight team cadences focused on outcomes and unblocking, not ceremony. Agile rituals serve the work; the work does not serve the rituals. Design for the customer, not for the process, collaborating with designers and engineers to ensure every UX decision is grounded in real user workflows and validated quickly, not debated in planning docs. Work closely with Customer Success to identify, triage, and resolve key product issues. Support go-to-market initiatives and product launches with internal enablement and external communication. Own and continuously sharpen the team's shared context, ensuring every member of the pod, human and AI, understands the "why" behind every feature well enough to make good decisions independently. Map new features and configure dashboards in Incident IQ's third-party Product Usage Analytics Tool. Serve as a product ambassador internally and externally, sharing knowledge, answering questions, and building trust. Participate in collaborative AI-driven planning sessions where shared context is established before development begins, ensuring the whole team is aligned inside the same AI environment. Author, iterate, and refine structured markdown files that define agent tasks, acceptance criteria, and workflow logic, functioning as the programming language through which product decisions are directly translated into working code. Own the quality gate between AI-generated output and what ships, reviewing features, documentation, and test cases against the markdown context you authored to ensure product intent is fully preserved. Author and own the structured context, in markdown, that both engineering teammates and AI agents work from, encoding product intent precisely enough that it drives correct outcomes without constant interpretation or handoff. Partner with engineering and product leadership to help define and mature Incident IQ's FSAD methodology as we progress toward a fully agentic development model. Remain adaptable as tools, processes, and expectations evolve rapidly, bringing a growth mindset and willingness to experiment, learn, and iterate on how the team works. Product Owner Requirements: A track record of building customer understanding into product decisions, whether through product management, customer success, support, or adjacent roles in SaaS or B2B environments. Background in Agile or Scrum is a useful context, but we value your ability to work in a new model over your fluency in the old one. Proficiency with markdown, or a strong willingness to master it quickly. In our FSAD model, POs "code" alongside developers using markdown as the programming language, directly translating design decisions into working code. A CS degree is not required; what matters is the ability to encode customer intent precisely enough that it drives correct outcomes without rework. Exceptional communication skills, with the ability to describe complex workflows, logic, and visual states clearly and concisely for both technical teammates and AI agents. Precision of language is a core job skill in this model, not a soft skill. Strong analytical skills and experience with data-driven product design and decision-making. Demonstrated comfort with ambiguity, fast-moving environments, and evolving processes. Proficiency with product and project management tools such as Asana, Azure DevOps, Jira, Confluence, or Miro. Genuine curiosity about AI tools and a demonstrated willingness to build new working habits around them, including hands-on experience with prompt engineering, AI-assisted workflows, and using structured markdown to drive development outcomes alongside engineering teammates. Experience with workflow and service management platforms (ServiceNow, BMC, etc.) is preferred but not required. What makes Incident IQ different: We facilitate whole-person growth where employees can develop personally as well as professionally. We offer an energetic and collaborative environment; everyone's opinion matters! We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE! We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO). Incident IQ is an Equal Opportunity Employer
11/11/2026
Full time
Job Description Job Description Company Overview: About Us: Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students. Purpose: Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We're focused on delivering the tools, support, and partnerships that help make that vision a reality. Mission: Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We're reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education. Product Owner Overview: At Incident IQ, we are reinventing how software gets built. In our Full Stack Agentic Development (FSAD) model, engineering capacity is no longer the bottleneck, context is. The Product Owner is the person who eliminates that bottleneck. This role is less about managing a backlog and more about becoming the deepest source of customer understanding on the team, translating real K-12 pain points into the structured context that AI agents and developers need to build the right thing, fast. This means spending less time in traditional Agile ceremonies and more time inside the build cycle, co-creating in real time alongside developers and AI agents, validating output as it is generated, and ensuring the team never loses the "why" behind what they are building. The right candidate brings deep empathy for K-12 customers, the precision to encode that understanding into markdown-based Vision Canvases, and the drive to prove that Human + AI + Dev produces more than the sum of their parts. The Mindset We're Looking For: Technical background matters less than attitude. We are looking for someone who: Sees AI as a collaborator, not just a tool, and is excited to plan and work inside AI environments alongside their team. Is energized by building new processes, not just following established ones. Can execute with discipline in the present while imagining and influencing a better future model. Communicates with precision, knowing that clear inputs to AI systems are as important as clear requirements to engineers. Thrives in a fast-moving, iterative environment where today's best practice may be replaced by something better next quarter. Product Owner Responsibilities: Develop deep, firsthand empathy for K-12 customer workflows, becoming the team's ultimate source of truth on what users need, why they need it, and what "winning" looks like for them. Transform customer pain points into high-fidelity Vision Canvases, structured markdown documents that provide the shared context AI agents and developers need to build the right thing without rework or misinterpretation. Be present and active inside the build cycle, participating in real-time alongside developers and AI agents, validating code and UI/UX as it is generated rather than reviewing it days later in a handoff. Participate in lightweight team cadences focused on outcomes and unblocking, not ceremony. Agile rituals serve the work; the work does not serve the rituals. Design for the customer, not for the process, collaborating with designers and engineers to ensure every UX decision is grounded in real user workflows and validated quickly, not debated in planning docs. Work closely with Customer Success to identify, triage, and resolve key product issues. Support go-to-market initiatives and product launches with internal enablement and external communication. Own and continuously sharpen the team's shared context, ensuring every member of the pod, human and AI, understands the "why" behind every feature well enough to make good decisions independently. Map new features and configure dashboards in Incident IQ's third-party Product Usage Analytics Tool. Serve as a product ambassador internally and externally, sharing knowledge, answering questions, and building trust. Participate in collaborative AI-driven planning sessions where shared context is established before development begins, ensuring the whole team is aligned inside the same AI environment. Author, iterate, and refine structured markdown files that define agent tasks, acceptance criteria, and workflow logic, functioning as the programming language through which product decisions are directly translated into working code. Own the quality gate between AI-generated output and what ships, reviewing features, documentation, and test cases against the markdown context you authored to ensure product intent is fully preserved. Author and own the structured context, in markdown, that both engineering teammates and AI agents work from, encoding product intent precisely enough that it drives correct outcomes without constant interpretation or handoff. Partner with engineering and product leadership to help define and mature Incident IQ's FSAD methodology as we progress toward a fully agentic development model. Remain adaptable as tools, processes, and expectations evolve rapidly, bringing a growth mindset and willingness to experiment, learn, and iterate on how the team works. Product Owner Requirements: A track record of building customer understanding into product decisions, whether through product management, customer success, support, or adjacent roles in SaaS or B2B environments. Background in Agile or Scrum is a useful context, but we value your ability to work in a new model over your fluency in the old one. Proficiency with markdown, or a strong willingness to master it quickly. In our FSAD model, POs "code" alongside developers using markdown as the programming language, directly translating design decisions into working code. A CS degree is not required; what matters is the ability to encode customer intent precisely enough that it drives correct outcomes without rework. Exceptional communication skills, with the ability to describe complex workflows, logic, and visual states clearly and concisely for both technical teammates and AI agents. Precision of language is a core job skill in this model, not a soft skill. Strong analytical skills and experience with data-driven product design and decision-making. Demonstrated comfort with ambiguity, fast-moving environments, and evolving processes. Proficiency with product and project management tools such as Asana, Azure DevOps, Jira, Confluence, or Miro. Genuine curiosity about AI tools and a demonstrated willingness to build new working habits around them, including hands-on experience with prompt engineering, AI-assisted workflows, and using structured markdown to drive development outcomes alongside engineering teammates. Experience with workflow and service management platforms (ServiceNow, BMC, etc.) is preferred but not required. What makes Incident IQ different: We facilitate whole-person growth where employees can develop personally as well as professionally. We offer an energetic and collaborative environment; everyone's opinion matters! We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE! We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO). Incident IQ is an Equal Opportunity Employer
Job Description Job Description Company Overview: About Us: Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students. Purpose: Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We're focused on delivering the tools, support, and partnerships that help make that vision a reality. Mission: Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We're reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education. Product Owner Overview: At Incident IQ, we are reinventing how software gets built. In our Full Stack Agentic Development (FSAD) model, engineering capacity is no longer the bottleneck, context is. The Product Owner is the person who eliminates that bottleneck. This role is less about managing a backlog and more about becoming the deepest source of customer understanding on the team, translating real K-12 pain points into the structured context that AI agents and developers need to build the right thing, fast. This means spending less time in traditional Agile ceremonies and more time inside the build cycle, co-creating in real time alongside developers and AI agents, validating output as it is generated, and ensuring the team never loses the "why" behind what they are building. The right candidate brings deep empathy for K-12 customers, the precision to encode that understanding into markdown-based Vision Canvases, and the drive to prove that Human + AI + Dev produces more than the sum of their parts. The Mindset We're Looking For: Technical background matters less than attitude. We are looking for someone who: Sees AI as a collaborator, not just a tool, and is excited to plan and work inside AI environments alongside their team. Is energized by building new processes, not just following established ones. Can execute with discipline in the present while imagining and influencing a better future model. Communicates with precision, knowing that clear inputs to AI systems are as important as clear requirements to engineers. Thrives in a fast-moving, iterative environment where today's best practice may be replaced by something better next quarter. Product Owner Responsibilities: Develop deep, firsthand empathy for K-12 customer workflows, becoming the team's ultimate source of truth on what users need, why they need it, and what "winning" looks like for them. Transform customer pain points into high-fidelity Vision Canvases, structured markdown documents that provide the shared context AI agents and developers need to build the right thing without rework or misinterpretation. Be present and active inside the build cycle, participating in real-time alongside developers and AI agents, validating code and UI/UX as it is generated rather than reviewing it days later in a handoff. Participate in lightweight team cadences focused on outcomes and unblocking, not ceremony. Agile rituals serve the work; the work does not serve the rituals. Design for the customer, not for the process, collaborating with designers and engineers to ensure every UX decision is grounded in real user workflows and validated quickly, not debated in planning docs. Work closely with Customer Success to identify, triage, and resolve key product issues. Support go-to-market initiatives and product launches with internal enablement and external communication. Own and continuously sharpen the team's shared context, ensuring every member of the pod, human and AI, understands the "why" behind every feature well enough to make good decisions independently. Map new features and configure dashboards in Incident IQ's third-party Product Usage Analytics Tool. Serve as a product ambassador internally and externally, sharing knowledge, answering questions, and building trust. Participate in collaborative AI-driven planning sessions where shared context is established before development begins, ensuring the whole team is aligned inside the same AI environment. Author, iterate, and refine structured markdown files that define agent tasks, acceptance criteria, and workflow logic, functioning as the programming language through which product decisions are directly translated into working code. Own the quality gate between AI-generated output and what ships, reviewing features, documentation, and test cases against the markdown context you authored to ensure product intent is fully preserved. Author and own the structured context, in markdown, that both engineering teammates and AI agents work from, encoding product intent precisely enough that it drives correct outcomes without constant interpretation or handoff. Partner with engineering and product leadership to help define and mature Incident IQ's FSAD methodology as we progress toward a fully agentic development model. Remain adaptable as tools, processes, and expectations evolve rapidly, bringing a growth mindset and willingness to experiment, learn, and iterate on how the team works. Product Owner Requirements: A track record of building customer understanding into product decisions, whether through product management, customer success, support, or adjacent roles in SaaS or B2B environments. Background in Agile or Scrum is a useful context, but we value your ability to work in a new model over your fluency in the old one. Proficiency with markdown, or a strong willingness to master it quickly. In our FSAD model, POs "code" alongside developers using markdown as the programming language, directly translating design decisions into working code. A CS degree is not required; what matters is the ability to encode customer intent precisely enough that it drives correct outcomes without rework. Exceptional communication skills, with the ability to describe complex workflows, logic, and visual states clearly and concisely for both technical teammates and AI agents. Precision of language is a core job skill in this model, not a soft skill. Strong analytical skills and experience with data-driven product design and decision-making. Demonstrated comfort with ambiguity, fast-moving environments, and evolving processes. Proficiency with product and project management tools such as Asana, Azure DevOps, Jira, Confluence, or Miro. Genuine curiosity about AI tools and a demonstrated willingness to build new working habits around them, including hands-on experience with prompt engineering, AI-assisted workflows, and using structured markdown to drive development outcomes alongside engineering teammates. Experience with workflow and service management platforms (ServiceNow, BMC, etc.) is preferred but not required. What makes Incident IQ different: We facilitate whole-person growth where employees can develop personally as well as professionally. We offer an energetic and collaborative environment; everyone's opinion matters! We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE! We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO). Incident IQ is an Equal Opportunity Employer
11/11/2026
Full time
Job Description Job Description Company Overview: About Us: Atlanta-based Incident IQ is the leading workflow management platform built exclusively for K-12 districts. Trusted by over 2,000 districts, Incident IQ powers mission-critical services for more than 12 million students and educators nationwide. By connecting technology and operational workflows, Incident IQ enables schools to streamline processes, reduce administrative burdens, and focus on what matters most: supporting students. Purpose: Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and control needed to build a stronger foundation for student success. We're focused on delivering the tools, support, and partnerships that help make that vision a reality. Mission: Incident IQ is on a mission to eliminate the friction of disconnected systems and clunky workflows that slow schools down. We're reimagining the critical work that happens behind the scenes, bringing visibility, efficiency, and impact to the processes that keep classrooms running. By streamlining the complex, automating the routine, and surfacing the insights that matter most, we can create the conditions for educators to teach, students to thrive, and districts to shape the future of education. Product Owner Overview: At Incident IQ, we are reinventing how software gets built. In our Full Stack Agentic Development (FSAD) model, engineering capacity is no longer the bottleneck, context is. The Product Owner is the person who eliminates that bottleneck. This role is less about managing a backlog and more about becoming the deepest source of customer understanding on the team, translating real K-12 pain points into the structured context that AI agents and developers need to build the right thing, fast. This means spending less time in traditional Agile ceremonies and more time inside the build cycle, co-creating in real time alongside developers and AI agents, validating output as it is generated, and ensuring the team never loses the "why" behind what they are building. The right candidate brings deep empathy for K-12 customers, the precision to encode that understanding into markdown-based Vision Canvases, and the drive to prove that Human + AI + Dev produces more than the sum of their parts. The Mindset We're Looking For: Technical background matters less than attitude. We are looking for someone who: Sees AI as a collaborator, not just a tool, and is excited to plan and work inside AI environments alongside their team. Is energized by building new processes, not just following established ones. Can execute with discipline in the present while imagining and influencing a better future model. Communicates with precision, knowing that clear inputs to AI systems are as important as clear requirements to engineers. Thrives in a fast-moving, iterative environment where today's best practice may be replaced by something better next quarter. Product Owner Responsibilities: Develop deep, firsthand empathy for K-12 customer workflows, becoming the team's ultimate source of truth on what users need, why they need it, and what "winning" looks like for them. Transform customer pain points into high-fidelity Vision Canvases, structured markdown documents that provide the shared context AI agents and developers need to build the right thing without rework or misinterpretation. Be present and active inside the build cycle, participating in real-time alongside developers and AI agents, validating code and UI/UX as it is generated rather than reviewing it days later in a handoff. Participate in lightweight team cadences focused on outcomes and unblocking, not ceremony. Agile rituals serve the work; the work does not serve the rituals. Design for the customer, not for the process, collaborating with designers and engineers to ensure every UX decision is grounded in real user workflows and validated quickly, not debated in planning docs. Work closely with Customer Success to identify, triage, and resolve key product issues. Support go-to-market initiatives and product launches with internal enablement and external communication. Own and continuously sharpen the team's shared context, ensuring every member of the pod, human and AI, understands the "why" behind every feature well enough to make good decisions independently. Map new features and configure dashboards in Incident IQ's third-party Product Usage Analytics Tool. Serve as a product ambassador internally and externally, sharing knowledge, answering questions, and building trust. Participate in collaborative AI-driven planning sessions where shared context is established before development begins, ensuring the whole team is aligned inside the same AI environment. Author, iterate, and refine structured markdown files that define agent tasks, acceptance criteria, and workflow logic, functioning as the programming language through which product decisions are directly translated into working code. Own the quality gate between AI-generated output and what ships, reviewing features, documentation, and test cases against the markdown context you authored to ensure product intent is fully preserved. Author and own the structured context, in markdown, that both engineering teammates and AI agents work from, encoding product intent precisely enough that it drives correct outcomes without constant interpretation or handoff. Partner with engineering and product leadership to help define and mature Incident IQ's FSAD methodology as we progress toward a fully agentic development model. Remain adaptable as tools, processes, and expectations evolve rapidly, bringing a growth mindset and willingness to experiment, learn, and iterate on how the team works. Product Owner Requirements: A track record of building customer understanding into product decisions, whether through product management, customer success, support, or adjacent roles in SaaS or B2B environments. Background in Agile or Scrum is a useful context, but we value your ability to work in a new model over your fluency in the old one. Proficiency with markdown, or a strong willingness to master it quickly. In our FSAD model, POs "code" alongside developers using markdown as the programming language, directly translating design decisions into working code. A CS degree is not required; what matters is the ability to encode customer intent precisely enough that it drives correct outcomes without rework. Exceptional communication skills, with the ability to describe complex workflows, logic, and visual states clearly and concisely for both technical teammates and AI agents. Precision of language is a core job skill in this model, not a soft skill. Strong analytical skills and experience with data-driven product design and decision-making. Demonstrated comfort with ambiguity, fast-moving environments, and evolving processes. Proficiency with product and project management tools such as Asana, Azure DevOps, Jira, Confluence, or Miro. Genuine curiosity about AI tools and a demonstrated willingness to build new working habits around them, including hands-on experience with prompt engineering, AI-assisted workflows, and using structured markdown to drive development outcomes alongside engineering teammates. Experience with workflow and service management platforms (ServiceNow, BMC, etc.) is preferred but not required. What makes Incident IQ different: We facilitate whole-person growth where employees can develop personally as well as professionally. We offer an energetic and collaborative environment; everyone's opinion matters! We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE! We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO). Incident IQ is an Equal Opportunity Employer
Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs. The Opportunity We are seeking multiple dedicated Infrastructure Engineer-Intermediate Level to provide Tier 2 technical support, operational engineering, and production support for enterprise infrastructure services. This role serves as an escalation point for incidents and service requests that cannot be resolved by Tier 1 support teams and is responsible for troubleshooting, service restoration, monitoring, and operational support across server, cloud, database, network, storage, and platform technologies. Working closely with the Availability Command Center (ACC), Tier 1 Operations, Engineering Teams, and external vendors, this position provides technical expertise for infrastructure incidents, service requests, operational problems, and stability initiatives. The engineer analyzes and resolves issues related to servers, operating systems, virtualization platforms, cloud services, storage, networking, middleware, and enterprise infrastructure services. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio; TX. Relocation assistance is not available for this position. What you'll do: Under direct supervision, design scalable IT system infrastructure, implements system changes with some independence; may automate service delivery, maintenance tasks, and builds the ecosystem for solutions including individual infrastructure components. Provide Tier 2 support for infrastructure-related incidents, service requests, and operational issues. Troubleshoot and resolve complex production issues affecting servers, databases, cloud platforms, storage, networking, and core infrastructure services. Participate in incident response, service restoration, and Major Incident recovery activities. Monitor infrastructure health, performance, availability, and capacity. Resolves simple technology production issues with some assistance through troubleshooting systems. Identifies issues for escalation. Analyzes outages in order to identify opportunities for solutions. Participates in product selection and testing. Understands engineering best practices, concepts, and patterns. Intake customer requirements and aligns requirements to standardized product offerings Interacts with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions. - and would need to be differentiated across levels. Develop software defined infrastructure in code in CI/CD Pipelines. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. What You Have: Bachelor's degree; OR 4 years of relevant education and/or experience. 3-5 years of infrastructure operations experience Experience supporting 24x7 enterprise environments Experience in a NOC or an Enterprise Availability Command Center, Operations Center, or Production Support organization Experience with Site Reliability Engineering (SRE) fundamentals to supporting cloud-based infrastructure platforms Experience supporting financial services, insurance, healthcare, or other highly regulated industries What Sets You Apart: Understanding of core operating systems and virtualization: Proficiency in both Microsoft Windows Server Administration and Linux Administration (Red Hat, Ubuntu, SUSE) alongside experience with VMware vSphere and Hyper-V. Experience in foundational network services: Solid grasp of TCP/IP, DNS, and DHCP is crucial. Comprehensive cloud platform experience: Demonstrated experience with major cloud providers such as Microsoft Azure and Amazon Web Services (AWS), including hybrid cloud environments. Familiarity with containerization technologies: Experience with Docker and especially Kubernetes is a significant advantage. Proven ability in monitoring and observability tools: Hands-on experience with platforms like Dynatrace, Splunk, Datadog, or AWS CloudWatch to proactively manage and troubleshoot infrastructure. Mainframe & z/OS Skills: possess foundational to intermediate experience supporting z/OS environments, batch processing, and core mainframe infrastructure services. Strong IT Service Management (ITSM) tool proficiency: Experience with tools such as ServiceNow or Jira Service Management, coupled with a deep understanding of Incident, Change, and Problem Management processes. Experience in high-availability and disaster recovery: A solid background in SAN, NAS, enterprise storage, and implementing robust backup, recovery, and disaster recovery solutions is essential. Database support experience: Supporting one or more key databases like Microsoft SQL Server, Oracle, PostgreSQL, or MySQL, along with knowledge of monitoring and performance, adds significant value. Experience in regulated industries and 24x7 environments: Prior experience supporting critical infrastructure in financial services, healthcare, or other highly regulated sectors, especially within 24x7 operations, is a strong indicator of a candidate's ability to handle demanding environments. Compensation range: The salary range for this position is: $ 69,920 - $ 133,620 . USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors. The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job. Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. For more details on our outstanding benefits, visit our benefits page on Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting. USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
09/30/2026
Full time
Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs. The Opportunity We are seeking multiple dedicated Infrastructure Engineer-Intermediate Level to provide Tier 2 technical support, operational engineering, and production support for enterprise infrastructure services. This role serves as an escalation point for incidents and service requests that cannot be resolved by Tier 1 support teams and is responsible for troubleshooting, service restoration, monitoring, and operational support across server, cloud, database, network, storage, and platform technologies. Working closely with the Availability Command Center (ACC), Tier 1 Operations, Engineering Teams, and external vendors, this position provides technical expertise for infrastructure incidents, service requests, operational problems, and stability initiatives. The engineer analyzes and resolves issues related to servers, operating systems, virtualization platforms, cloud services, storage, networking, middleware, and enterprise infrastructure services. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio; TX. Relocation assistance is not available for this position. What you'll do: Under direct supervision, design scalable IT system infrastructure, implements system changes with some independence; may automate service delivery, maintenance tasks, and builds the ecosystem for solutions including individual infrastructure components. Provide Tier 2 support for infrastructure-related incidents, service requests, and operational issues. Troubleshoot and resolve complex production issues affecting servers, databases, cloud platforms, storage, networking, and core infrastructure services. Participate in incident response, service restoration, and Major Incident recovery activities. Monitor infrastructure health, performance, availability, and capacity. Resolves simple technology production issues with some assistance through troubleshooting systems. Identifies issues for escalation. Analyzes outages in order to identify opportunities for solutions. Participates in product selection and testing. Understands engineering best practices, concepts, and patterns. Intake customer requirements and aligns requirements to standardized product offerings Interacts with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions. - and would need to be differentiated across levels. Develop software defined infrastructure in code in CI/CD Pipelines. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. What You Have: Bachelor's degree; OR 4 years of relevant education and/or experience. 3-5 years of infrastructure operations experience Experience supporting 24x7 enterprise environments Experience in a NOC or an Enterprise Availability Command Center, Operations Center, or Production Support organization Experience with Site Reliability Engineering (SRE) fundamentals to supporting cloud-based infrastructure platforms Experience supporting financial services, insurance, healthcare, or other highly regulated industries What Sets You Apart: Understanding of core operating systems and virtualization: Proficiency in both Microsoft Windows Server Administration and Linux Administration (Red Hat, Ubuntu, SUSE) alongside experience with VMware vSphere and Hyper-V. Experience in foundational network services: Solid grasp of TCP/IP, DNS, and DHCP is crucial. Comprehensive cloud platform experience: Demonstrated experience with major cloud providers such as Microsoft Azure and Amazon Web Services (AWS), including hybrid cloud environments. Familiarity with containerization technologies: Experience with Docker and especially Kubernetes is a significant advantage. Proven ability in monitoring and observability tools: Hands-on experience with platforms like Dynatrace, Splunk, Datadog, or AWS CloudWatch to proactively manage and troubleshoot infrastructure. Mainframe & z/OS Skills: possess foundational to intermediate experience supporting z/OS environments, batch processing, and core mainframe infrastructure services. Strong IT Service Management (ITSM) tool proficiency: Experience with tools such as ServiceNow or Jira Service Management, coupled with a deep understanding of Incident, Change, and Problem Management processes. Experience in high-availability and disaster recovery: A solid background in SAN, NAS, enterprise storage, and implementing robust backup, recovery, and disaster recovery solutions is essential. Database support experience: Supporting one or more key databases like Microsoft SQL Server, Oracle, PostgreSQL, or MySQL, along with knowledge of monitoring and performance, adds significant value. Experience in regulated industries and 24x7 environments: Prior experience supporting critical infrastructure in financial services, healthcare, or other highly regulated sectors, especially within 24x7 operations, is a strong indicator of a candidate's ability to handle demanding environments. Compensation range: The salary range for this position is: $ 69,920 - $ 133,620 . USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors. The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job. Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. For more details on our outstanding benefits, visit our benefits page on Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting. USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.