Associate Technical Support Engineer – Federal

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for incoming support inquiries via email, chat, phone, and ticketing, ensuring clear and professional communication with enterprise customers throughout the duration of each case.

• Assess cases based on severity and impact, and then troubleshoot and resolve common, known issues within customers' existing environments using documented solutions, previous cases, and established remedies.

• Leverage AI tools to expedite case resolution by drafting responses, summarizing case histories, and identifying relevant knowledge, while confirming their output and retaining ownership of each case.

• Refer complex issues to Tier 2 and Tier 3 support while remaining engaged with the case.

• Thoroughly document each case, including system details, error messages, and actions previously taken.

• Assist with routine product upgrades, patches, and configuration adjustments in established customer environments, adhering to standard procedures.

• Contribute to the knowledge base by employing Knowledge-Centered Service (KCS) practices and engaging in peer review.

• Take part in a team-wide weekend on-call rotation, approximately once a month.

⛳️ Requirements

• MUST be a US Citizen.

• Exceptional communication skills: clear, composed, and professional with enterprise customers, capable of conveying technical concepts to both technical and non-technical audiences.

• Strong troubleshooting and problem-solving abilities, with a systematic and inquisitive approach to resolving issues.

• A self-motivated attitude, with a sense of ownership and genuine enthusiasm for the mission of safeguarding critical infrastructure.

• 1 to 3 years of experience in technical support, IT, or a customer-facing technical position, or equivalent demonstrated capability.

• Working knowledge of the Linux command line and core networking concepts, or a strong desire to learn them swiftly.

• Comfortable using AI tools on a daily basis, possessing the discernment to verify their output and recognizing that the engineer, not the tool, is accountable for the results.

• Must successfully complete a background check as a prerequisite for employment.

🏝️ Benefits

• Competitive Equity Package

• Comprehensive Benefits Plan