Enterprise Technical Support Engineer

What You’ll Do

We are seeking a motivated Mid to Senior Level Enterprise Technical Support Engineer with 5+ years of hands-on industry experience to join our high-performing support team. In this role, you will serve as a key technical resource for our enterprise customers, diagnosing and resolving complex issues related to cloud infrastructure, networking, and security. You'll collaborate with cross-functional teams to ensure seamless customer experiences, leveraging your expertise in Linux, containerization, and cloud technologies. This position requires a proactive self-learner who thrives in fast-paced enterprise environments and can handle escalated support tickets with minimal supervision. This position will focus on supporting our Federal Products consisting of FedRAMP and DoD IL4/5/6 environments.

Key Responsibilities

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains.

• Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services.

• Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges, while documenting solutions for knowledge sharing.

• Assist in the deployment and optimization of customer environments, offering guidance on best practices for infrastructure as code (IaC) and containerized applications.

• Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes.

• Mentor junior team members and contribute to internal training resources, fostering a culture of knowledge transfer and technical excellence.

• Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).

• 5+ years of relevant industry experience in technical support, systems administration, or cloud operations, ideally in an enterprise-level environment (e.g., supporting large-scale deployments for Fortune 500 clients).

• Strong proficiency in Linux administration, including server configuration, performance tuning, security hardening, and troubleshooting in production environments.

• Hands-on experience with Docker and containerization technologies, such as building, deploying, and managing containerized applications in orchestrated environments (e.g., Kubernetes or similar).

• Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources.

• In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump).

• Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks, diagnostics, and simple workflow enhancements.

• Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications (e.g., AWS Certified Solutions Architect, Linux+, or equivalent), or contributions to open-source communities, with a track record of adapting to new technologies independently.

• Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation, and compliance requirements.

• Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols (e.g., OAuth, SAML), and directory services (e.g., Active Directory, LDAP).

• Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks.

• Demonstrated experience troubleshooting, deploying, or maintaining cloud-based SaaS products for DoD and/or FedRAMP enclaves in production.

• Must reside in the East Coast timezone, with additional preference for Washington D.C / Baltimore Metro areas.

Preferred Qualifications

• Proven experience integrating and troubleshooting APIs, including RESTful services, authentication mechanisms, and API-driven automations in enterprise applications.

• Familiarity with observability tools like Datadog, including monitoring, logging, and alerting for distributed systems to enhance system reliability and performance.

• Basic experience with managed database services such as Amazon RDS, including setup, backups, scaling, and query optimization.

• Full-stack coding proficiency in languages like Python, JavaScript, or Go, with experience developing custom tools or scripts for support automation.

• Background in cybersecurity, including knowledge of threat detection, vulnerability management, encryption standards, and compliance frameworks (e.g., SOC 2, GDPR).

Work Authorization & Security Clearance Requirements

• Must currently have or previously have held a clearance or demonstrate qualification to gain a US GOVT Top Secret Clearance.

Travel Required

We are a fully remote company, and this job may require up to 5% of travel to be successful.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.