Product Support Engineer - TS​/SCI​/Poly

Overview

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+ yrs 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.

View information about benefits and our total rewards program.

We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development.

Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans