Technical Support Engineer – Federal

This is a fully remote position, open to applicants in District of Columbia.

📋 Description

• Act as the primary point of contact for federal clients facing technical challenges with enterprise storage systems and associated infrastructure.

• Receive, document, classify, and prioritize technical support incidents and service requests.

• Conduct Level 1 troubleshooting utilizing established procedures, diagnostic tools, and technical knowledge resources.

• Examine issues related to hardware, software, system performance, connectivity, storage, networking, SAN, NAS, Fibre Channel, and iSCSI.

• Gather and analyze system information, logs, error messages, and configuration details.

• Adhere to troubleshooting workflows and service level agreements to guarantee timely responses and escalations.

• Provide prompt, professional technical support and convey technical information clearly.

• Maintain comprehensive case documentation and offer timely updates to customers.

• Collaborate with Level 2 and Level 3 engineering teams to address complex technical challenges.

• Recognize recurring issues and relay trends or potential enhancements.

• Contribute to the development of troubleshooting procedures and technical knowledge resources.

• Engage in technical training, knowledge-sharing sessions, and professional growth opportunities.

• Develop expertise in enterprise storage, networking, and infrastructure technologies.

⛳️ Requirements

• U.S. citizenship is essential to support federal customer environments.

• Basic understanding of IT systems, hardware, networking, or technical troubleshooting.

• Strong analytical, critical thinking, and problem-solving abilities.

• Excellent written and verbal communication capabilities.

• Ability to manage multiple technical issues, prioritize competing demands, and maintain precise documentation.

• Keen attention to detail and the capacity to follow established technical processes.

• Ability to work independently in a remote setting while effectively collaborating with a distributed team.

• Demonstrated curiosity, adaptability, and a desire to learn new technologies.

• Availability to work an assigned shift within a 24/7/365 technical support operation, including potential weekends and holidays.

• Relevant technical education, certifications, military technical training, or equivalent practical experience.

• Experience with enterprise storage technologies, operating systems, server hardware, networking, virtualization, cloud storage, ticketing systems, or regulated technology environments is advantageous but not mandatory.

• Industry certifications such as CompTIA A+, Network+, Server+, or relevant vendor-specific certifications are a plus but not required.

🏝️ Benefits

• Competitive salary and benefits packages.

• Medical, Dental, and Vision Insurance.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).

• 401(k) Retirement Savings Plan with Company Match.

• Company-Paid Life and Disability Insurance.

• Flexible Paid Time Off and Company Holidays.

• Employee Assistance Program (EAP).

• Employee Stock Purchase Plan (ESPP).

• Professional Development and Training Opportunities.

• Wellness and Employee Recognition Programs.

• Remote work flexibility.

• Annual incentive (bonus) program, where applicable.

• Opportunity to work on industry-leading mission-centric technologies.

• Collaborative and inclusive workplace culture.