Platform Support Specialist

XPath Solutions
Charlotte, NC

Location: Charlotte, NC (Or) Dallas, TX (Hybrid Role, 3 days onsite)

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

Posted 2026-01-15

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