Cloud Application Support Engineer for Analytics Platforms (Tableau, Dremio, Posit)

The Department of Interior (DOI) CHS III program will be leading the way for Cloud Hosting and Applications Modernization across DOI and its subordinate bureaus. CHS III will facilitate migration of legacy on-premises applications to a modern, secure and scalable multi-cloud platform.  From sensors in active volcanic regions to earthquake detection data, CHS III will be DOI's central cloud processing and data solution.  

We are looking for an Application Support Engineer to help support and maintain our cloud-based analytics platforms, including Dremio, Tableau, and Posit (RStudio). In this role, you will focus on day-to-day application support, infrastructure maintenance, and automation.

Key Responsibilities

Managed Service Administration

• Create new service projects, data sources and user accounts
• Distribute software licenses as needed
• Assign appropriate site and object-level permissions

Change and Release Management

• Work with Analytics Portfolio Product Owner (PO) and DevOps team to identify areas for process automation
• Work with PO and DevOps to schedule, enact, validate application changes in staging and production
• Document release notes and ensure rollback plans are tested and documented

Maintenance & Security

• Implement and maintain comprehensive monitoring for application uptime, performance and usage
• Maintain configuration documentation, diagrams and SOP's for all environments
• Perform backups, regularly scheduled upgrades and maintenance activities during the maintenance window
• Monitor for security vulnerabilities and perform ad-hoc upgrades and maintenance as required
• Support audit activities by providing logs, reports, and system configurations

Customer Support

• Provide customer support for new service requests and inquiries (i.e. service "onboarding").
• Provide technical support and guidance to AWS and managed service users
• Interact with vendor technical support teams and/or escalating technical support cases through customer portals to investigate and resolve issues.
• May attend regularly scheduled cadence calls with technical support teams to discuss progress on open support cases.

Required Qualifications

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD or 9 years exp with HS Diploma/equivalent
• Minimum of 1–3 years of professional job experience in a DevOps, Cloud, Systems, or Application Support role
• Hands-on professional job experience with AWS Cloud (EC2, S3, IAM, VPC, CloudWatch; others a plus)
• Experience with Windows Server system administration and supporting Windows-based systems
• Basic experience with Infrastructure as Code or Configuration Management Tools
• Familiarity with at least one analytics or data platform (Dremio, Tableau, Posit, or similar)
• Experience with troubleshooting production issues in a team environment
• Excellent customer support skills
• Good written and verbal communication skills
• Candidate must be a US Citizen 
• Candidate must have an Active Public Trust or the Ability to Obtain one is required 
• Candidate must have at least one of the following certifications or be able to attain within 90 Days:  
  • Dremio Certified Services Practitioner
  • Salesforce Certified Tableau Server Administrator
  • AWS Certified CloudOps Engineer - Associate  
  • AWS Certified DevOps Engineer - Associate

Preferred Qualifications

• Experience with using or supporting applications such as Dremio, Tableau and/or Posit
• 3+ years of extensive hands-on professional job experience with a wide range of AWS services including but not limited to EC2 instances, S3 buckets, VPC configurations, RDS databases, and other services
• Familiarity with CI/CD pipelines and Infrastructure as Code (IaC) tools such as CloudFormation, GitLab, GitLab Runners
• Experience with Python, Bash, AWS CLI, or other scripting languages to automate, troubleshoot and resolve issues
• Experience with incident management, root cause analysis, and resolving high-priority incidents in large, multi-tenant environments using Jira, Confluence, etc.
• Exemplary communication, analytical skills, and technical knowledge across the client environment.
• Ability to produce concise and clear technical documentation.
• Experience working in an Agile environment