General Dynamics Information Technology · 1 day ago
Product Support Engineer - TS/SCI/Poly
Tysons Corner, VA
Full-time
Onsite
Mid Level
$104K/yr - $141K/yr
4+ years expGeneral Dynamics Information Technology (GDIT) is a global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government. As a Product Support Engineer, you will support customer activities by troubleshooting and resolving escalated Tier 3 support issues, providing technical support during product rollouts, and ensuring operational requirements are met pre-launch.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
Top Secret SCI + Polygraph clearance level must currently possess
Top Secret SCI + Polygraph clearance level must be able to obtain
4+ years of related experience
US Citizenship Required
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, PowerShell, Bash)
Understanding of DevOps 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 Certifications: ITIL Intermediate
Security Clearance Level: TS/SCI with active polygraph
Location: Tysons, VA - On Customer Site
Benefits
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
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
A vision plan
A 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
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