Platform Support Specialist

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