Product Support Engineer - TS/SCI/Poly

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!

HOW A PRODUCT SUPPORT ENGINEER WILL MAKE AN IMPACT

• 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, 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

WHAT YOU’LL NEED TO SUCCEED:

• 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

GDIT IS YOUR PLACE:

• 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