Technical Support Engineer

We believe every person deserves to age well. That’s why we’re on a path to improve the lives of 40 million older adults by 2030. Come join an awesome team and learn about the work we do, the people we serve, and why equitable aging matters now more than ever. At NCOA, we represent the interests of the aging population across the nation, while striving to live out our core values of equity, excellence, and innovation. This is meaningful work where we put “people first” and our employees can learn and grow, where work/life balance is prioritized, and have a flexible hybrid work schedule while being part of a dynamic, collaborative team.

We are interested in growing our team with passionate, committed, and innovative individuals. The

POSITION SUMMARY

Reporting to the Director of IT, Operations and Security and serving as a critical member of the National Council on Aging’s (NCOA) IT team, the Technical Support Engineer manages the day-to-day operations and maintenance of cloud-based systems and resources and e

nd user

Positions at this level typically report to a director and require strong experience managing projects and deliverables across departments. Incumbents are required to make independent judgements within their scope of work and require minimal oversight. Incumbents have three or more years of experience in their discipline and a bachelor’s degree or the equivalent, as well as substantive experience at this level. Graduate level degrees may be considered in lieu of experience.

KEY RESPONSIBILITIES

• End user support troubleshooting laptop, printers, applications, etc., as needed.
• Collaborate with the IT team to implement well-architected multi-cloud solutions that are cost-effective.
• Create and extend AWS Code deployment pipelines.
• Improve the team's quality assurance tools and processes.
• Test custom-built software applications to ensure bug fixes & new features work per specifications.
• Responsible for implementation, maintenance, and monitoring of cloud services to maximize uptime and other performance metrics.
• Set up, configure, and maintain alerting and performance dashboards to help monitor the health and performance of the infrastructure. Ensure high up-time performance and vendor adherence to Service Level Agreements (SLAs).
• Provide technical expertise in troubleshooting and problem resolution. Collaborate with internal technical experts on making solution decisions and resolutions.
• Prepare and maintain technical documentation and related data that can be shared among the team members.
• Provide engineering support in maintaining systems up to the highest standards and implement best practices in managing systems in cloud environments.
• Administer, develop, configure, implement, and maintain the systems that comprise the NCOA cloud platform (including the on-premises connectivity).
• Ensure all required metrics and log data are captured. Monitor anomalies, performance problems, or security incidents and respond according to procedures.
• Assist in leading technical projects; log all activities in a ticket system; document and update records of all work done; respond and fulfill inquiries via electronic mail in timely fashion; route and direct inquiries to appropriate groups within the organization.
• Perform vulnerability assessment and remediation; implement and track compliance baselines.
• Work in a team environment, providing clear communication, negotiating, and coming up with recommendations for alternate approaches as necessary.
• Other responsibilities as assigned.

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

• Bachelor's degree in an Information Technology related field with 3+ years of prior relevant experience or master's degree with 2+ years of prior relevant experience.
• AWS experience with CodeStar (AWS Code Build, Code Pipeline) or equivalent experience i.e., Jenkins, Git.
• Some scripting and automation experience in Bash, JavaScript, JSON, Python, Selenium, Cucumber, React, or others.
• Some working knowledge of AWS Serverless-cloud native infrastructure resources, including Amazon S3, AWS CloudFront, AWS Lambda and API Gateway.
• Hands-on experience managing Linux-based (Centos/Amazon) and Microsoft Windows Server operating systems.
• Understanding of networking concepts (CIDR and subnetting, ports and protocols, VPN, routing).
• Hands-on experience with Amazon AWS-based security, serverless, database, compute, and log analytics services, including IAM Policies, CloudTrail, AWS Inspector, Guard Duty.
• A strong desire to learn and explore modern technologies and the opportunities they present.
• Understanding of operational best practices, configuration management, and security controls.
• Must be technically proficient, motivated, and a mission-focused individual to help solve problems, drive best practices, and support innovations.
• Must be able to manage dynamic workloads and be capable of supporting automation.
• Highly organized, collaborative, and deadline-driven; able to multitask.
• Excellent communication and interpersonal skills for work in a collaborative team environment with a customer service-oriented approach.

Other Preferred Qualifications:

• AWS certification.
• Experience with SAST tools, preferably Veracode.
• Hands-on development experience with various AWS services that include, but are not limited to: Lambda, NodeJS runtime, DynamoDB, SNS, SQS, Redshift, S3, API Gateway.
• Experience with firewall, VPN, Azure Active Directory and Jira ticket management systems.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

SELECTION PROCESS

We only accept applications that follow the electronic process. No phone calls please. This position is subject to background screening. Qualified applicants should submit a cover letter with salary requirements and resume to the

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NCOA offers generous benefits, including:

• Medical, Dental, Vision, STD, LTD insurances
• Paid vacation, sick, and other types of leave
• 403(b) Retirement plan
• Hybrid remote work options
• And more!

NCOA is an Equal Employment Opportunity Employer and a Diversity, Equity, and Inclusion Champion