> Markdown version of [/jobs/ext/2645563-support-engineer-tier-3-cloud-platform-integrations](https://www.wearedevelopers.com/jobs/ext/2645563-support-engineer-tier-3-cloud-platform-integrations). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer (Tier 3) - Cloud Platform & Integrations - **Company:** Nira, Inc. - **Location:** Washington, DC, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Amazon Web Services, Systems Engineering, Software as a Service, Cloud Computing, Cyber Security, Computer Forensics, Digital Forensics, Python (Programming Language), Log Analysis, OpenID, Windows PowerShell, Security Assertion Markup Language (SAML), Security Information and Event Management, SQL Databases, Systems Integration, Time Tracking Software, Software Vulnerability Management, Web Applications, Scripting, Cloud Platform System, Data Ingestion, Mttr, Information Technology, 3-tier Architectures, Servicenow - **Published:** August 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=78232066f2f2e072 ## About the Role * 5+ years of technical support, application support, or systems engineering experience, including at least 2 years at a Tier 3 or escalation-engineering level * Strong troubleshooting skills for cloud-hosted SaaS and web applications, including log analysis, SQL queries, and API-level diagnostics * Working knowledge of AWS services and monitoring/diagnostic tooling * Experience troubleshooting authentication and access issues (SSO, SAML/OIDC, role-based access) * Experience in ITIL-based incident and problem management using enterprise ticketing systems (SCSM, ServiceNow, or comparable) in SLA-driven environments * Clear written and verbal communication with both end users and engineering teams, including RCA documentation * U.S. citizenship required; must be able to obtain and maintain a DOJ High-Risk Public Trust (Tier 4) background investigation * Bachelor's degree in information technology, computer science, or a related field Preferred Qualifications * Federal support experience, ideally DOJ or law enforcement; familiarity with FedRAMP High environments * Experience supporting digital evidence, forensics, or eDiscovery platforms (e.g., Cellebrite, Relativity, Everlaw) * Scripting skills (Python or PowerShell) for diagnostics and support automation * Experience supporting multi-tenant SaaS environments * Certifications such as ITIL 4, AWS SysOps Administrator, or Security+ ## Description NIRA, Inc. is seeking a Tier 3 Support Engineer to serve as the final escalation point for a U.S. Department of Justice cloud-based digital evidence management program serving U.S. Attorneys' Offices nationwide. Sitting behind district-level Tier 1 and nationwide Tier 2 help desk support, this engineer resolves the most complex platform, integration, and data issues - working across a FedRAMP High SaaS evidence platform, enterprise integrations, and AWS GovCloud infrastructure under SLA-driven incident and service request management., * Own Tier 3 resolution of incidents and service requests escalated from Tier 1 and Tier 2 support, working tickets against priority-based MTTR/MTTC service levels * Troubleshoot across the full stack: application behavior, identity/SSO and access issues, system integrations (ITSM, eDiscovery review, SIEM), data ingestion and export failures, and cloud infrastructure * Perform root cause analysis on complex and recurring issues; promote repeat incidents into change requests and bug-fix candidates for maintenance releases * Manage product-level escalations to OEM engineering teams while retaining ownership of ticket status and customer communication * Work within the enterprise ITSM ticketing environment, maintaining accurate ticket documentation, work-time tracking, and escalation records * Support security operations: patch verification, vulnerability remediation validation, and incident response assistance * Maintain runbooks, knowledge base articles, and known-issue documentation; feed resolution knowledge back to Tier 1/Tier 2 teams * Contribute to monthly service desk reporting and SLA performance reviews; participate in an on-call rotation for after-hours critical incidents ## Related Videos - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [JavaScript? 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