Support Engineer

Support Engineer

ROLE

We need an experiencedSupportEngineeratthe U.S. Securities and Exchange Commission (SEC). The SECs Division of Corporation Finance reviews public company filings to ensure investors are provided with the material information they need to make informed investment decisions. The Disclosure Review Program (DRP) System also known as SWAT (System of Workflow and Activity Tracking) is the cloud-based platform that enables this review work integrating with EDGAR and other SEC systems to support the review of transactional and annual this role you will deliver Tier 3 technical support for the DRP System managing and resolving incidents across defined severity levels performing root cause analysis automating routine support tasks and providing data analytics support to business is a full-time remote can offer a competitive salary and a comprehensive benefits package.

RESPONSIBILITIES

• Deliver Tier 3 support as the primary responsible managing the tickets mailbox triaging incoming requests and resolving issues directly wherever possible.

• Manage and resolve incidents using a structured triage and escalation model aligned with defined severity levels and SLAs. Responsible for Tier 3 resolution including code and script fixes completing root cause analysis (RCAs) for all significant incidents andmaintainingrecords in the Jira ticketing system supporting trend analysis and continuous improvement.

• Meet or exceed all SLAs across all severity levels bymaintainingclear escalation paths documented triage workflows and real-time visibility into ticket status.

• Perform analysis of alternatives (AoA) and provide recommendations when technical decisions arise.

• Continuouslyoptimizethe knowledge base to keep contentaccurate well-structured and easy to search reducing repeat ticket volume and empowering users to resolve common issues independently.

• Automate routine support tasks including troubleshooting steps status update and user management workflows to reduce manual effort and increase overall service efficiency.

• Provide ad hoc query and data analytics support to business stakeholders within requestedtimeframes.

REQUIRED SKILLS/EXPERIENCE

• Database Proficiency: Strong ability to write and execute SQL queries to investigate data issues trace transactions and run database diagnostics on PostgreSQL database.

• System Monitoring & APM: Experience tracking application logs and metrics using tools likeDatadogSplunk.

• Cloud & Infrastructure: Foundational knowledge of cloud platforms (AWS) and containerization (Docker).

• Scripting: Basic coding skills in Python Java React or Spring Boot to automate routine maintenance and log analysis tasks.

• Incident Management: Experience working within Tier 1 to Tier 3 escalation structures.

• Ticketing Systems: Fluency in IT service management platforms such as ServiceNow or Jira.

• ITIL Framework: Understanding of standard ITIL practices governing incident problem and change management.

• Root Cause Analysis (RCA):Strong problem-solving abilities toidentifythe root cause of system bugs rather than just applying temporary patches.

REQUIRED EDUCATION / CERTIFICATIONS

• Bachelors degree in Computer Science Information Technology Cybersecurity or a related field

LOCATION

• Remote(Withineastern timezone)

CLEARANCE

• U.S. citizenship isrequired. Dual citizenship is notpermittedon this contract.

• Ability to obtainSECpublic trust

CLIENT

• Securities and Exchange Commission (SEC)Disclosure Review Program (DRP)

WORK HOURS

• 40 hours per week

• 8 hours per day

EMPLOYMENT CLASSIFICATION

• Employment Classification Eligibility W2

RELOCATION

• Not eligible for relocation benefits

COMPENSATION

• Salary range:$90000 $110000

• Benefits: Benefits package includes options for health dental and visioninsurance coverage; 401k contribution options

West 4thStrategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard torace color creed religion gender sexual orientation ancestry national origin age marital status mental disability physical disability medical condition pregnancy political affiliation military or veteran status or any other basis prohibited by federal or statelaw.

Other Considerations:applicants will be subject to a background investigation. Individuals primary workstationis located inan office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time;frequentlyrequiredto move about to access file cabinets and use office equipment such as PC copier fax telephone cell phone etc. Occasionally required to reach overhead bend andlift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computermonitorscreens up to 80% of the time.