Technical Support Engineer – Federal

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

📋 Description

• Deliver Tier-2/Tier-3 technical assistance to federal clients utilizing Versa SASE, SSE, SD-WAN, and SD-LAN solutions.

• Diagnose intricate networking, routing, switching, security policy, and cloud integration challenges.

• Act as a technical intermediary between federal clients and Versa engineering teams.

• Document root cause analyses (RCA), workarounds, and enduring solutions.

• Ensure compliance with federal regulations (e.g., FedRAMP, FIPS, NIST frameworks).

• Engage in an on-call rotation to guarantee 24x7 availability for critical government clients.

• Create and sustain knowledge base articles and technical documentation tailored for federal use cases.

• Work in conjunction with product management and engineering to enhance products based on client feedback.

⛳️ Requirements

• U.S. Citizenship is mandatory (ability to secure a federal security clearance is preferred).

• A minimum of 5 years of experience in technical support, TAC, or network/security engineering positions.

• In-depth knowledge in:

• - Networking: TCP/IP, BGP, OSPF, MPLS, VPNs

• - Security: Firewalls, IPS/IDS, Zero Trust, SSL/IPSec

• - Enterprise Networking: SD-WAN, SD-LAN (including switching, LAN segmentation, wired/wireless integration)

• - Cloud & Virtualization: AWS, Azure, VMware, containers/K8s experience is a plus

• Experience supporting federal government clients or working in regulated environments is strongly preferred.

• Exceptional troubleshooting, log analysis, and packet-level debugging abilities.

• Strong written and verbal communication skills for engaging with clients.

• Industry certifications (CCNP, CCIE, CISSP, PCNSE, or equivalent) are advantageous.

🏝️ Benefits

• Competitive Salary & Incentives: We provide a competitive compensation package along with pre-IPO equity to recognize your hard work and commitment.

• Health & Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy and protected.

• Paid Time Off (PTO): Benefit from a generous PTO policy that encompasses vacation days, sick leave, and paid holidays to help you unwind and manage personal matters.

• Flexible Work Environment: We value work-life balance. Enjoy the option of remote work or a hybrid model to customize your work schedule.

• Professional Development: We support continuous learning with access to training, certifications, and educational resources to aid your career growth and keep you abreast of industry trends.

• Employee Recognition: We acknowledge accomplishments, both large and small, through regular recognition programs and awards that celebrate your contributions to our shared success.

• Collaborative Culture: Join a dynamic, inclusive, and supportive team where innovation and collaboration are fundamental to our mission.

• Parental Leave: Generous parental leave policies to assist you during significant moments in life.