Platform Support Specialist

Location: Dallas, TX (or)  Charlotte, NC
Employment Type: Contract 
Permanent Residents and USC

Role Overview

We are seeking a Platform Support Specialist to ensure the reliability, availability, and performance of enterprise-scale platforms and cloud-native applications. This role is critical in maintaining 24/7 operational stability, handling incident management, supporting deployments, and partnering with engineering and security teams to resolve complex platform issues.

The ideal candidate has strong experience in application/platform support, SRE/DevOps practices, cloud environments, and monitoring/observability tools, with excellent communication and troubleshooting skills.

Key Responsibilities

Platform Reliability & Monitoring

• Provide 24/7 platform reliability and monitoring

• Configure and maintain alerting and observability systems for proactive issue detection

• Drive fast remediation and escalation paths to minimize downtime

Incident Management

• Own the incident lifecycle including:

  • Triage of tickets

  • Coordinating cross-team responses

  • Executing Root Cause Analysis (RCA)

  • Leading post-incident reviews

• Provide executive-level and stakeholder updates during incidents and maintenance windows

Platform Operations & Troubleshooting

• Troubleshoot VA tools, browser extension behavior, and connectivity issues

• Diagnose API Gateway / Cloud issues, firewall blocks, and log-related failures

• Support platform-level issues across distributed and cloud-native environments

Deployment & Configuration Support

• Assist with environment setup for new installations and upgrades

• Validate prerequisites and configurations prior to deployment

• Support production and non-production rollout activities

Documentation & Runbooks

• Author and maintain:

  • Runbooks

  • SOPs

  • Troubleshooting guides

  • Architecture and configuration records

Collaboration & Communication

• Work closely with engineering, DevOps, security, and infrastructure teams

• Provide clear, concise communication to technical and non-technical stakeholders

• Maintain a customer-first mindset while resolving platform issues efficiently

Required Qualifications

Experience

• 3–5 years of experience in:

  • Platform support

  • Application support

  • SRE / DevOps

  • System administration in cloud-native environments

Technical Skills

• Monitoring & Alerting Tools

  • Prometheus

  • Grafana

  • Elastic Logs

  • Splunk

• Containerization & Orchestration

  • Docker

  • Kubernetes

  • OpenShift

• Scripting

  • Python

  • Bash

• Cloud & Security

  • Familiarity with AWS, Azure, or Google Cloud Platform

  • Enterprise firewall and security practices

  • Identity & access tools (e.g., Auth0)

• Data & Streaming

  • Kafka

  • Redis

  • PostgreSQL

  • Flink

  • StarRocks

Soft Skills

• Strong analytical and problem-solving skills

• Excellent written and verbal communication

• Ability to work under pressure in incident-driven scenarios

• Proactive, ownership-driven mindset

Preferred Qualifications

• Hands-on experience with Elastic logs administration

• Experience supporting Citrix environments

• Exposure to Technical Account Management

• Ability to bridge support and delivery teams effectively