Support Engineer - Java

Summary

We are looking for an R&D Support Engineer to serve as a critical technical bridge between R&D teams, Customer Support, QA, and Product. The role involves troubleshooting complex issues, analyzing production incidents, driving root‑cause investigations, and contributing to continuous improvement in product quality and engineering workflows.

• Support and troubleshoot within our federal enclave environment, ensuring compliance, stability, and controlled‑process operations.
• Support and maintain our AWS‑based production environment, collaborating with cloud infrastructure and modern deployment pipelines.

• Diagnose, reproduce, and analyze highly technical product issues reported from the field across both the federal enclave and AWS production environments.
• Lead root cause investigations, document findings, and partner with engineering teams to implement corrective actions.
• Monitor and analyze production performance indicators, logs, telemetry, and alerts from multiple environments.
• Provide technical summaries and incident reports to engineering leadership and escalation managers.
• Work closely with development teams to understand new features, architectural changes, and potential failure points.
• Partner with QA to validate fixes, verify edge‑case scenarios, and enhance test coverage around recurring incidents.
• Provide feedback based on real‑world usage and cross‑environment incident patterns to reduce regressions.
• Build and maintain debugging tools, scripts, dashboards, and test harnesses that improve troubleshooting in both secure and cloud environments.
• Identify recurring issues and propose enhancements to observability, stability, and supportability.
• Improve internal processes for incident handling, cross‑team communication, and reporting.
• Serve as the technical escalation point for Support teams, delivering deep‑dive explanations and guidance.
• Translate complex technical findings into clear, actionable insights for both technical and non‑technical stakeholders.
• Participate in on‑call rotations as needed.

• 3+ years of experience in technical support, Dev Ops, SRE, QA, or an R&D‑adjacent engineering role.
• Strong troubleshooting skills across distributed systems, APIs, microservices, or cloud environments.
• Hands‑on experience with logs, debugging tools, and monitoring platforms (e.g., Kibana, Grafana, Datadog, Splunk).
• Solid scripting/coding ability (Python, Bash, Power Shell, or similar).
• Excellent communication skills; able to articulate complex problems clearly.
• Ability to work across secure and cloud environments, including adapting workflows for federal enclave constraints.

• Experience working in or supporting federal enclave / restricted‑access environments.
• Experience supporting a FedRAMP certified product in production.
• Experience with CI/CD pipelines and build/test automation.
• Familiarity with Docker, Kubernetes, or cloud platforms (Azure, AWS, GCP).
• Background in incident management, postmortems, or SRE best practices.
• Understanding of networking, databases, and API debugging tools (Postman, Fiddler, etc.).

$140,000 - $155,000 a year. The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting.