Remote job
Senior Technical Support Engineer - Federal
Job details
About this role
Role overview
Provide senior-level technical support for an industrial cybersecurity platform used in critical infrastructure environments. You will investigate escalated customer issues across software and infrastructure, guide customers through troubleshooting, and work with internal teams to improve product reliability and support practices. The role includes participation in an escalation rotation and occasional weekend on-call coverage.
Responsibilities
- Troubleshoot complex platform issues involving Linux, Kubernetes, hardware, cloud infrastructure, APIs, and networking. - Reproduce reported problems in lab environments, inspect logs, and use documentation and prior cases to identify solutions. - Escalate unresolved problems with clear records of findings, attempted fixes, and relevant technical context. - Keep customers informed with timely updates and clear explanations throughout investigations. - Share technical insights with internal teams and improve support documentation and processes. - Join escalation and weekend on-call rotations, which may include up to one weekend per month.
Requirements
- U.S. citizenship is required. - At least four years of experience in technical support, systems engineering, or a related field. - Strong Linux administration and troubleshooting skills, plus practical Kubernetes experience. - Experience diagnosing hardware and working with cloud platforms, especially AWS. - Familiarity with tools such as RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, or PostgreSQL. - Ability to troubleshoot APIs, networks, and hybrid cloud and on-premises environments; communicate clearly and take a customer-focused approach.
Nice to have
- Experience with operational technology, industrial control systems, or industrial cybersecurity. - Knowledge of industrial protocols such as Modbus, DNP3, or OPC, or experience supporting enterprise customers in regulated sectors. - Familiarity with cybersecurity platforms used to protect industrial environments.
Benefits and work setup
The position is remote and includes a stated salary of $96,000, equity, and a comprehensive benefits plan.