Software On-Prem/Cloud Delivery and Support Engineer

Location: Hybrid/Remote
Reports To: Director of Operations and Senior IT Manager/DevSec Ops
Employment Type: Full-Time

Position Overview

4C North America is seeking a dynamic, organized, and self-starting individual—preferably with recent military experience (Army service preferred)—to support the delivery of our training, readiness, and data solutions across the U.S. Department of Defense (DoD). This role is responsible for planning, deploying, integrating, and sustaining solutions for DoD, federal, and defense industry clients. The position acts as the primary interface between customers and internal delivery teams, ensuring that projects meet contractual requirements, stay on schedule and budget, and deliver meaningful mission impact. We’re looking for a Software Delivery and Support Engineer to own the journey from “it works in our environment” to “it works reliably for our customers, every day”. In this role, you will be responsible for deploying, configuring, and supporting our software solutions for customers. You will sit at the intersection of engineering, operations, and customer success, making sure releases go smoothly, issues are resolved quickly, and customers feel confident using our platform. If you enjoy solving problems, working with both people and technology, and seeing the real impact of your work on customers, this role is for you.

Key Attributes for Success

Software Delivery & Implementation

• Plan and execute deployments of our software to customer environments (cloud, on-prem, or hybrid).

• Configure applications according to customer requirements, including integration, access control, and environment settings.

• Create and maintain deployment runbooks, checklists, and documentation to ensure repeatable, reliable delivery.

Support & Operations

• Act as a technical point of contact for customers after go-live, handling incidents, service requests, and questions.

• Troubleshoot application issues by analyzing logs, metrics, configurations, and data.

• Work with internal engineering teams to escalate and resolve complex issues, providing clear problem descriptions and reproduction steps.

• Contribute to continuous improvement by identifying recurring issues and suggesting fixes, automation, or product improvements.

• Participate in an on-call or rotation (where applicable) for production incidents with defined SLAs.

Customer & Stakeholder Collaboration

• Translate non-technical customer descriptions into clear, actionable technical issues.

• Communicate status, impact, and timelines to customers and internal stakeholders in a professional, empathetic way.

• Provide best-practice guidance to customers on how to use and operate the product effectively.

• Help maintain and improve knowledge base articles, FAQs, and internal documentation.

Delivery & Accountability

• Manage end-to-end delivery from container build to deployment (on-prem or cloud).

• Plan, prioritize, and execute releases with minimal project management oversight.

• Communicate with blockers early and propose solutions.

• Manage dependencies to ensure customer readiness.

• Establish repeatable delivery pipelines for efficiency and reliability.

Operations & Sustainment

• Maintain and update infrastructure (trials, demos, production).

• Coordinate planned downtime and implement auditable change control practices.

• Support operational monitoring, troubleshooting, and optimization using best practices.

Technical Leadership

• Translate objectives into actionable technical plans.

• Define success metrics for deployments.

• Collaborate with development teams to standardize deployment, security, and containerization practices.

Stakeholder & Customer Interaction

• Communicate effectively with both technical and non-technical stakeholders.

• Provide timely, empathetic updates and post-incident reports.

• Deliver customer training, documentation, and operational handover.

• Proactively identify opportunities for process improvement and automation.

• Maintain internal documentation and knowledge base resources.

Collaboration & Work Ethic

• Demonstrate teamwork and avoid siloed work.

• Maintain a documentation-first mindset for all processes and lessons learned.

• Stay calm under pressure, accountable, and disciplined.

• Contribute to building scalable, repeatable delivery models.

Required Qualifications

• 2–5 years of experience in a technical role such as Support Engineer, Implementation Engineer, DevOps/Operations Engineer, or similar.
• Solid understanding of web applications and related technologies (e.g. HTTP, REST APIs, authentication, SSL/TLS).
• Comfortable working with Windows and Linux-based systems (file system, services, basic networking, permissions).
• Experience with log analysis and monitoring tools (e.g. Elastic/ELK, Prometheus/Grafana, Azure Monitor, CloudWatch, etc.).
• Ability to write basic scripts or tools (e.g. Bash, Python or PowerShell) to automate repetitive tasks or analyze data.
• Familiarity with databases (e.g. SQL basics: queries, joins, troubleshooting simple issues).
• Experience of working with ticketing and incident management tools (e.g. Jira).
• Strong problem-solving skills and a structured approach to diagnosing issues.
• Excellent written and verbal communication skills with the ability to explain complex topics in a clear, customer-friendly way

Preferred Qualifications

• Experience with cloud platforms (AWS, Azure, GCP) and their networking / security basics.

• Experience with CI/CD pipelines and deployment tools (e.g. GitLab CI, GitHub Actions, Jenkins, Azure DevOps).

• Knowledge of containerization and orchestration (Docker, Kubernetes).

• Background working in SaaS, B2B enterprise software, or mission-critical systems.

• Experience working directly with external customers in a customer-facing technical role.

• Customer-focused mindset: you care about helping people succeed with the product.

• Proactive and ownership-driven – you donʼt just identify problems, you help drive solutions.

• Calm and pragmatic under pressure, especially when dealing with incidents or production issues.

• Collaborative – you enjoy working with engineers, product managers, and non-technical stakeholders.

• Curious and eager to learn new tools, systems, and technologies.