Job Description

Will engage with end users and customer stakeholders to gather requirements, troubleshoot issues with Wickr services and identify needs to improve customer support.

Primary Responsibilities

Assess the current messaging and collaboration service implementation.
Document the “as-is” environment, and identify design improvements for scalability, reliability, and security.
Develop and document standard operating procedures (SOPs), runbooks, and knowledge articles for messaging and collaboration service operations and support.
Collaborate with security, networking, and collaboration/tooling teams on integration challenges (e.g., directory services, identity, logging, and monitoring platforms, etc.).
Monitor service health, usage, and capacity; implement alerting and reporting for key metrics.
Plan and execute upgrades, patches, and configuration changes, following change-management processes.
Provide training and guidance to internal help desk and engineering teams on features, policies, and support processes.
Act as primary technical liaison when advanced troubleshooting or roadmap input is needed.

Job Requirements

7-10 years overall IT experience.
3+ years working with AWS infrastructure in a sysadmin, devops, or cloud engineering role.
Experience in a senior support, consulting, or technical account manager role where you led discovery, documented customer environments, and recommended improvements.
Experience running workshops or interviews to understand user adoption, pain points, and training needs.
Hands-on experience administering AWS Wickr and/or Wickr Enterprise (network admin, cluster admin, or similar role).
Ability to operate in ambiguous environments, perform discovery, and propose a structured plan to get from “unknown current state” to a well-documented, managed Wickr service.
Experience performing initial setup and ongoing configuration of Wickr networks, user provisioning, security policies, retention, and compliance settings.
Experience integrating Wickr with identity providers (IdP) such as Active Directory, Azure AD, Okta, or other SAML/OIDC services.
Experience operating secure collaboration or messaging platforms (e.g., Microsoft Teams, Slack Enterprise Grid, Signal/other E2EE tools) in regulated or high-security environments.
Experience troubleshooting real-time communication issues: connectivity, media quality, federation, client configuration, and endpoint problems.
Strong communication skills capable of communicating technical concepts to senior leadership and customer stakeholders.

Certifications

Security+ CE (Required)

One of the following Associate level AWS certifications is Required:

AWS Certified Solutions Architect – Associate or
AWS Certified CloudOps Engineer - Associate

This position supports work located in Chesapeake, VA and/or in Washington, DC metro area. There is up to 25% travel required between the two locations.

The anticipated salary range for this role is $170,000 to $200,000 annually. The anticipated salary range for this position is provided in accordance with applicable pay transparency laws. The final starting salary will be determined based on a variety of job-related factors, including the selected candidate's qualifications, skills, relevant experience, education, certifications, and work location (where applicable), as well as internal equity and market considerations.

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