Product Support Engineer - TS​/SCI​/Poly

Job Details

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret SCI + Polygraph

Clearance Level Must Be Able To Obtain:
Top Secret SCI + Polygraph

Public Trust/Other

Required:

None

Job Family: IT Infrastructure and Operations

Skills:

Information Technology (IT) Systems, Product Support, Troubleshooting

Certifications:

None

Experience:

4+ years of related experience

US Citizenship

Required:

Yes

Seize your opportunity to make a personal impact as a Product Support Engineer supporting customer activities. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. At GDIT, people are our differentiators. As a Product Support Engineer, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Product Support Engineer joining our highly skilled team to lead day-to-day operations and drive our mission to be a premier provider of IT operations excellence to the customer.

We deliver comprehensive IT service management across multiple fabrics and centers, ensuring seamless integration and optimal performance. We have a responsibility to ensure operational IT capabilities provide our client with the timeliness, accuracy and reliability they demand from all our highly professional roles. Be the change, lead our change – join us!

• Troubleshoot and resolve escalated Tier 3 support issues, collaborating with development, QA, and operations teams when needed
• Provide direct technical support during product rollouts, system upgrades, and customer deployments
• Participate in release readiness assessments and ensure operational requirements are addressed pre-launch
• Assist in planning and executing operational transitions by developing support documentation, training materials, and runbooks
• Conduct root cause analysis (RCA) of recurring problems and drive permanent fixes through process or product changes
• Work closely with Product Management and Engineering to relay field feedback and inform feature improvements
• Create and maintain technical documentation, FAQs, and knowledge base articles for internal and customer use
• Monitor system health and performance metrics post-deployment to validate stability and drive corrective actions if needed
• Serve as a subject matter expert for specific product components or domains

• Strong troubleshooting and diagnostic skills across application stacks and infrastructure components
• Hands‑on experience with logging, monitoring, and alerting tools (e.g., Splunk, New Relic, Grafana, Datadog)
• Proficiency in writing scripts or using tools for automation (e.g., Python, Power Shell, Bash)
• Understanding of Dev Ops principles, CI/CD pipelines, and incident response processes
• Familiarity with cloud platforms such as AWS or Azure
• Exceptional communication and documentation skills, especially in high‑pressure or customer‑facing situations

• Education:
  
  Associates or Bachelors degree in a related field; or possess an advanced degree in a related field (such as Computer Science, IT Management, Engineering, Data Science)
• Required Experience:
  
  4+ years of directly related professional work experience
• Required
  
  Certifications:
  
  ITIL Intermediate
• Required Skills:
  
  Troubleshooting Expertise
• Security Clearance Level: TS/SCI with active polygraph
• Location:
  
  Tysons, VA – On Customer Site

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting‑edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $104,188 - $140,960. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly

Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:
Onsite

Work Location:

USA, VA, Tysons Corner

Our benefits package for all US-based employees includes a…