Department: Operations
Reports To: NOC Manager
Location: Hybrid (Tuesday-Thursday) in Woburn, MA

Available Shifts: 10PM-6AM, 6AM - 2PM
Classification: Full-Time, Exempt
Estimated Annual Salary: $75,000 – $95,000

About Knox

Knox runs the largest Federal managed cloud, building and operating secure cloud and AI environments that support the U.S. government’s most critical missions — from national security and public safety to essential public services. Our customers rely on Knox to deploy production systems that meet the highest standards for security, reliability, and compliance.

Work at Knox is high-impact and purpose-driven. The problems we solve are high-stakes, the expectations are high, and the results are visible. Speed, rigor, and trust matter here - because the environments we secure cannot fail. Your contributions are visible, your expertise is relied upon, and the impact of your work is immediate and measurable. We operate at federal scale, securing some of the most sensitive government environments in the country - because the systems we build must perform without fail.

Role Overview
The Cloud Operations Specialist (L1) provides first-line monitoring, triage, and rapid incident response across Knox’s multi-tenant and single-tenant cloud environments.
This role ensures system availability, security, and compliance within FedRAMP Moderate, FedRAMP High, and IL4 environments. The L1 team serves as the eyes and ears of Cloud Operations, responsible for detecting anomalies, escalating appropriately, and maintaining thorough documentation. The ideal candidate has experience supporting customer-facing web applications in a NOC, SOC, or application support center, with exposure to cloud infrastructure and responsibility for monitoring, triage, and escalation of production issues in regulated environments.

This is a shift-based operations role within a 24x7 Network / Cloud Operations environment. Team members are required to work assigned shifts, clock in for scheduled hours, and maintain continuous operational coverage. The role includes participation in a rotating on call schedule for after-hours incidents and holiday coverage. This position is customer-facing and requires professional interaction with customers during incident response, including answering support phone calls and attending customer meetings via Zoom or other collaboration tools.

Key Responsibilities
Monitoring & Incident Response

• Monitor infrastructure, applications, and network health using tools such as Grafana,
  Wiz, Datadog, and CrowdStrike Falcon.

• Detect, triage, and escalate alerts based on severity and business impact.

• Document incident timelines, actions, and resolutions in ticketing systems (ServiceNow,
  Jira Service Management).

• Follow established FedRAMP incident handling and escalation procedures.

• Execute predefined runbooks for system checks, restarts, and health verifications.

• Validate post-maintenance and deployment health of systems and services.

• Assist with system patching coordination, log collection, and audit evidence gathering.

• Maintain situational awareness of system uptime, customer impact, and scheduled
  changes.

• Support basic troubleshooting for hosted applications

• Validate API connectivity and assist in identifying failed integrations or logic errors.

• Collaborate with developers and CloudOps engineers to verify deployment health after
  releases.

• Escalate application-related issues with complete context — affected users, tenant ID,
  and integration dependencies.

• Ensure all activities follow change control, access management, and incident response
  procedures.

• Record detailed incident notes and maintain compliance-ready audit trails.

• Participate in Continuous Monitoring (ConMon) reporting and FedRAMP evidence
  collection.

Qualifications

• 1–3 years of experience in a NOC, SOC, or application support / support center
  environment, supporting production systems or customer-facing web applications.

• Experience supporting customer-facing web applications, including alert triage, incident
  documentation, and escalation to engineering or platform teams.

• Familiarity with Linux administration and command-line tools.

• Familiarity with AWS, Azure, or GCP infrastructure services.

• Understanding of network, compute, and application monitoring fundamentals.

• General application troubleshooting experience, including familiarity with web-based
  applications, common application architectures, and foundational web technologies such
  as HTTP, REST APIs, and JSON.

• Strong attention to detail, communication, and documentation skills.

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related technical field, or equivalent practical experience supported by relevant industry certifications
  

Preferred Certifications:
CompTIA Security+, Linux+, ITIL v4, AWS Cloud Practitioner, or Microsoft Fundamentals
(AZ-900).

Hiring Requirement: Due to the nature of our work with federal government clients and compliance with applicable regulations, this position requires U.S. citizenship. Candidates must be able to provide documentation verifying U.S. citizenship status as part of the background check process.

Any offer of employment is contingent upon the successful completion of all required pre-employment screenings, including a background check, in accordance with applicable laws and government contract requirements.

Benefits & Perks

Knox offers a competitive employee benefits package including Medical, Dental, Vision, Life & Disability, unlimited PEO, and an employee funded 401k plan. Please note, benefits are subject to change.

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

Compensation Range: $75K - $95K