Federal Premium Support Specialist

Role overview Join the remote US-based Federal Premium Support group, delivering high-touch technical assistance to US federal customers operating in regulated environments. The position centers on acting as a trusted advisor who resolves complex issues, educates users, and strengthens the customer experience around an in-house observability and monitoring product suite.

Responsibilities - Respond to and lead troubleshooting sessions by phone, email, and remote screen share with federal customers. - Discuss and handle Controlled Unclassified Information (CUI) within a GCC High enclave in line with federal requirements. - Manage support tickets end-to-end through an established CRM, escalating to advanced teams when needed. - Communicate technical information clearly to audiences ranging from non-technical users to senior network and system administrators. - Author and update knowledge base articles, and maintain working lab systems to reproduce customer issues. - Pursue ongoing product certifications tied to the supported platform.

Requirements - United States citizenship and the ability to obtain and maintain a US government security clearance. - Bachelor's degree in computer science or equivalent education and work experience. - Hands-on knowledge of common network services such as DNS, web servers (IIS, Apache), FTP, email, and database systems. - Working understanding of networking protocols including TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, and SSH. - Solid administration and troubleshooting experience with Microsoft Windows Server operating systems. - Strong verbal and written communication skills, with the ability to tailor technical detail for varied audiences.

Nice to have - Professional certifications such as Network+, CCENT, CCNA, or MCSE. - Prior exposure to observability, monitoring, or related tooling (for example Nagios or Prometheus), or experience with high-availability configuration and performance tuning.