Senior Federal Technical Support Engineer

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox” security culture, c...

We are seeking a motivated Mid to Senior Level Enterprise Technical Support Engineer with 5+ years of hands-on industry experience to join our high-performing support team. In this role, you will serve as a key technical resource for our enterprise customers, diagnosing and resolving complex issues related to cloud ...

Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains.
Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services.
Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges, while documenting solutions for knowledge sharing.
Assist in the deployment and optimization of customer environments, offering guidance on best practices for infrastructure as code (IaC) and containerized applications.
Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes.
Mentor junior team members and contribute to internal training resources, fostering a culture of knowledge transfer and technical excellence.
Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. 
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
5+ years of relevant industry experience in technical support, systems administration, or cloud operations, ideally in an enterprise-level environment (e.g., supporting large-scale deployments for Fortune 500 clients).
Strong proficiency in Linux administration, including server configuration, performance tuning, security hardening, and troubleshooting in production environments.
Hands-on experience with Docker and containerization technologies, such as building, deploying, and managing containerized applications in orchestrated environments (e.g., Kubernetes or similar).
Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources.
In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump).
Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks, diagnostics, and simple workflow enhancements.
Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications (e.g., AWS Certified Solutions Architect, Linux+, or equivalent), or contributions to open-source communities, with a track record of adapting to new technologies independently.
Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation, and compliance requirements.
Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols (e.g., OAuth, SAML), and directory services (e.g., Active Directory, LDAP).
Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks.
Demonstrated experience troubleshooting, deploying, or maintaining cloud-based SaaS products for DoD and/or FedRAMP enclaves in production.
Must reside in the East Coast timezone, with additional preference for Washington D.C / Baltimore Metro areas.
Proven experience integrating and troubleshooting APIs, including RESTful services, authentication mechanisms, and API-driven automations in enterprise applications.
Familiarity with observability tools like Datadog, including monitoring, logging, and alerting for distributed systems to enhance system reliability and performance.
Basic experience with managed database services such as Amazon RDS, including setup, backups, scaling, and query optimization.
Full-stack coding proficiency in languages like Python, JavaScript, or Go, with experience developing custom tools or scripts for support automation.
Background in cybersecurity, including knowledge of threat detection, vulnerability management, encryption standards, and compliance frameworks (e.g., SOC 2, GDPR).
Must currently have or previously have held a clearance or demonstrate qualification to gain a US GOVT Top Secret Clearance
We are a fully remote company, and this job may require up to 5% of travel to be successful.