Solution Architect

Responsibilities

Will engage with end users and customer stakeholders to gather requirements, troubleshoot issues with Wickr services and identify needs to improve customer support.

Primary responsibilities:

• Assess the current messaging and collaboration service implementation.
• Document the "as-is" environment, and identify design improvements for scalability, reliability, and security.
• Develop and document standard operating procedures (SOPs), runbooks, and knowledge articles for messaging and collaboration service operations and support.
• Collaborate with security, networking, and collaboration/tooling teams on integration challenges (e.g., directory services, identity, logging, and monitoring platforms, etc.).
• Monitor service health, usage, and capacity; implement alerting and reporting for key metrics.
• Plan and execute upgrades, patches, and configuration changes, following change-management processes.
• Provide training and guidance to internal help desk and engineering teams on features, policies, and support processes.
• Act as primary technical liaison when advanced troubleshooting or roadmap input is needed.

• 7-10 years overall IT experience.
• 3+ years working with AWS infrastructure in a sysadmin, devops, or cloud engineering role.
• Experience in a senior support, consulting, or technical account manager role where you led discovery, documented customer environments, and recommended improvements.
• Experience running workshops or interviews to understand user adoption, pain points, and training needs.
• Hands-on experience administering AWS Wickr and/or Wickr Enterprise (network admin, cluster admin, or similar role).
• Ability to operate in ambiguous environments, perform discovery, and propose a structured plan to get from "unknown current state" to a well-documented, managed Wickr service.
• Experience performing initial setup and ongoing configuration of Wickr networks, user provisioning, security policies, retention, and compliance settings.
• Experience integrating Wickr with identity providers (IdP) such as Active Directory, Azure AD, Okta, or other SAML/OIDC services.
• Experience operating secure collaboration or messaging platforms (e.g., Microsoft Teams, Slack Enterprise Grid, Signal/other E2EE tools) in regulated or high-security environments.
• Experience troubleshooting real-time communication issues: connectivity, media quality, federation, client configuration, and endpoint problems.
• Strong communication skills capable of communicating technical concepts to senior leadership and customer stakeholders.

• Security+ CE (Required)

• AWS Certified Solutions Architect
  - Associate
• AWS Certified Cloud Ops Engineer
  - Associate

This position supports work located in Chesapeake, VA. Some travel to that area may be required.

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