Senior Federal Technical Support Engineer

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

📋 Description

• Deliver advanced technical assistance to enterprise clients through phone, email, chat, and remote sessions.

• Identify and resolve customer-reported issues, conducting root cause analysis to prevent future occurrences and ensure high service availability.

• Work in conjunction with engineering, product, and sales teams to escalate and resolve complex technical issues.

• Support the deployment and enhancement of customer environments.

• Monitor and address support tickets promptly while adhering to SLAs.

• Guide junior team members and contribute to the creation of internal training materials.

• Keep up-to-date with emerging technologies and industry trends to improve support capabilities and elevate customer satisfaction.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline (or equivalent professional experience).

• Over 5 years of pertinent industry experience in technical support, systems administration, or cloud operations, preferably in an enterprise-level setting.

• Strong expertise in Linux administration, encompassing server configuration, performance optimization, security hardening, and troubleshooting in production environments.

• Practical experience with Docker and containerization technologies, including building, deploying, and managing containerized applications in orchestrated settings.

• Comprehensive understanding of cloud platforms (AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation.

• Profound knowledge of networking principles, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools.

• Basic scripting abilities in languages such as Bash, Python, or PowerShell for automating routine tasks.

• Proven self-learning capability, demonstrated through personal projects, home labs, certifications, or contributions to open-source communities.

• Experience comparable to a junior cloud administrator role within an enterprise environment.

• Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols, and directory services.

• Basic understanding of database concepts, including relational and schemaless databases.

🏝️ Benefits

• Health, vision & dental insurance for you and your family.

• Flexible vacation policy.

• Generous parental leave.

• Opportunities for growth and career development.