Solution Architect

Will engage with end users and customer stakeholders to gather requirements, troubleshoot issues with Wickr services and identify needs to improve customer support. Primary responsibilities:

• Assess the current messaging and collaboration service implementation.

• Document the “as-is” environment, and identify design improvements for scalability, reliability, and security.

• Develop and document standard operating procedures (SOPs), runbooks, and knowledge articles for messaging and collaboration service operations and support.

• Collaborate with security, networking, and collaboration/tooling teams on integration challenges (e.g., directory services, identity, logging, and monitoring platforms, etc.).

• Monitor service health, usage, and capacity; implement alerting and reporting for key metrics.

• Plan and execute upgrades, patches, and configuration changes, following change-management processes.

• Provide training and guidance to internal help desk and engineering teams on features, policies, and support processes.

• Act as primary technical liaison when advanced troubleshooting or roadmap input is needed.


Job Requirements


•    7-10 years overall IT experience.

•    3+ years working with AWS infrastructure in a sysadmin, devops, or cloud engineering role.

•    Experience in a senior support, consulting, or technical account manager role where you led discovery, documented customer environments, and recommended improvements.

•    Experience running workshops or interviews to understand user adoption, pain points, and training needs.

•    Hands-on experience administering AWS Wickr and/or Wickr Enterprise (network admin, cluster admin, or similar role).

•    Ability to operate in ambiguous environments, perform discovery, and propose a structured plan to get from “unknown current state” to a well-documented, managed Wickr service.

•    Experience performing initial setup and ongoing configuration of Wickr networks, user provisioning, security policies, retention, and compliance settings.

•    Experience integrating Wickr with identity providers (IdP) such as Active Directory, Azure AD, Okta, or other SAML/OIDC services.

•    Experience operating secure collaboration or messaging platforms (e.g., Microsoft Teams, Slack Enterprise Grid, Signal/other E2EE tools) in regulated or high-security environments.

•    Experience troubleshooting real-time communication issues: connectivity, media quality, federation, client configuration, and endpoint problems.

•    Strong communication skills capable of communicating technical concepts to senior leadership and customer stakeholders.

Certifications

• Security+ CE (Required)


• One of the following Associate level AWS certifications is Required:  AWS Certified Solutions Architect – Associate or AWS Certified CloudOps Engineer - Associate


• AWS Certified Solutions Architect - Professional (Desired)

This position supports work located in Chesapeake, VA.  Some travel to that area may be required. 


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