Associate Technical Support Engineer - Federal

Accountabilities: Serve as the primary point of contact for incoming customer support requests through email, chat, phone, and ticketing systems. Communicate clearly and professionally with enterprise customers throughout the full lifecycle of each support case. Triage incoming cases according to severity and business impact, then troubleshoot and resolve common or known issues in existing customer environments. Use documented solutions, previous cases, and established fixes to investigate and resolve technical problems. Leverage AI tools to accelerate case handling by drafting responses, summarizing case histories, and identifying relevant knowledge resources, while verifying outputs and retaining full ownership of each case. Escalate complex issues to Tier 2 and Tier 3 engineers while remaining actively involved in the resolution process through the team's hybrid tiered and swarming support model. Maintain thorough case documentation, including system details, error messages, troubleshooting steps, and actions already attempted. Support routine product upgrades, patches, and configuration changes in established customer environments, following standard procedures. Contribute to the technical knowledge base using Knowledge-Centered Service (KCS) practices, preparing content for peer review before publication. Participate in a team-wide weekend on-call rotation, approximately one weekend per month, to provide coverage for time-sensitive support issues. Requirements Must be a U.S. citizen. Approximately 1–3 years of experience in technical support, IT, or another customer-facing technical role, or equivalent demonstrated ability. Excellent communication skills, with the ability to remain calm, clear, and professional when supporting enterprise customers. Ability to explain technical concepts effectively to both technical and nontechnical audiences. Strong troubleshooting and problem-solving skills, with a methodical, curious approach to investigating issues and driving them to resolution. Self-starter mindset, demonstrating accountability, initiative, and genuine motivation to help protect critical infrastructure. Working familiarity with the Linux command line and fundamental networking concepts, or a strong willingness and ability to learn them quickly. Comfort using AI tools in daily work, with sound judgment to verify generated information and maintain personal responsibility for the accuracy and quality of support outcomes. Ability to work collaboratively with other support engineers and maintain ownership of customer cases, including during escalations. Successful completion of a background check as a condition of employment. Benefits Annual salary: USD $68,000. Equity: Competitive equity package. Healthcare and other coverage: Comprehensive benefits plan. Work flexibility: Fully remote position. Team support: Collaborative support environment with opportunities to learn from Tier 2 and Tier 3 engineers. Mission-driven work: Opportunity to contribute to cybersecurity efforts that help protect critical infrastructure and essential services.