Technical Services Engineer - Federal

Role overview Own post-sales technical support for government and special-program customers running Linux-based infrastructure in secure environments. Diagnose issues across the full system—from applications and compute hardware to networking, storage, and cloud—and coordinate engineering escalations while remaining the customer’s point of contact. Work often takes place on site because classified or air-gapped systems may not allow remote access or data transfer.

Responsibilities - Manage customer cases from initial triage through troubleshooting, communication, escalation, and resolution. - Isolate faults across application, GPU and compute, client, network, storage, and cloud layers, including multi-vendor systems. - Diagnose incidents on site in secure facilities and gather or sanitize evidence in line with customer security rules. - Provide engineering teams with reproducible steps, diagnostic evidence, and a reasoned root-cause hypothesis; keep customers informed during escalation. - Install, upgrade, and maintain systems in hardened environments, following applicable security controls and media-handling procedures. - Write and maintain technical support articles, share recurring product or process issues with development teams, and support pre-sales engineers and partners. - Participate in an on-call rotation and travel domestically as required.

Requirements - Bachelor’s degree in computer science, engineering, or a related field, or equivalent practical experience. - At least 10 years in customer-facing technical support, sustaining engineering, or systems engineering for Linux enterprise infrastructure. - Strong Linux administration skills, including RHEL or Ubuntu, kernel, networking, storage, and drivers; experience with distributed storage or parallel file systems. - Knowledge of high-performance networking such as RDMA, RoCE, InfiniBand, or Ethernet, plus structured debugging and performance analysis. - Track record resolving complex distributed-systems issues and working with engineering teams on defect reproduction and root-cause evidence. - Strong technical writing and communication skills, including experience supporting customers during high-visibility incidents. - Willingness to work flexible hours, provide on-call support, and enter secure customer facilities; U.S. citizenship, an active TS/SCI clearance, and a current qualifying DoD 8140 certification are required.

Nice to have - Experience with GPU and AI workloads, GPUDirect Storage, or NVIDIA DGX and SuperPOD systems. - Familiarity with government cloud, Kubernetes, containers, virtualization, NFS, SMB, S3, DPDK, UCX, or automation tools such as Python, Bash, Ansible, and Terraform.