Senior Technical Support Engineer - Federal

Accountabilities: Provide advanced technical support for the platform, managing escalated tickets that require in-depth troubleshooting and technical investigation. Diagnose and resolve complex issues involving Kubernetes, Linux, hardware, cloud infrastructure, and related platform components. Reproduce reported problems in laboratory environments, analyze logs, review documentation, and identify solutions based on previous cases and known issues. Escalate unresolved cases to Engineering Support, ensuring that investigation findings, attempted resolutions, and relevant technical context are thoroughly documented. Collaborate with internal teams to share technical insights, improve support workflows, and contribute to knowledge base content. Maintain professional, customer-focused communication throughout troubleshooting, providing timely updates and clear explanations. Participate in escalation engineering and weekend on-call rotations, covering up to one weekend per month to support critical issues. Document complex resolutions, maintain internal knowledge resources, and continuously refine support processes. Requirements Must be a U.S. citizen. At least 4 years of experience in technical support, systems engineering, or a related technical field. Proficiency in Linux administration and troubleshooting. Hands-on experience with Kubernetes, hardware diagnostics, and cloud platforms, particularly AWS. Familiarity with technologies and tools such as RabbitMQ, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and PostgreSQL. Strong troubleshooting capabilities across APIs, networking, and hybrid cloud and on-premises environments. A proactive, customer-focused approach and genuine enthusiasm for helping customers resolve technical challenges in a fast-paced environment. Curiosity, adaptability, and the ability to learn new technologies and tools quickly. Excellent written and verbal communication skills, with the ability to explain technical issues clearly. Bonus qualifications: Experience working in Operational Technology (OT), Industrial Control Systems (ICS), or industrial cybersecurity environments. Familiarity with the platform or comparable cybersecurity solutions. Knowledge of industrial communication protocols such as Modbus, DNP3, and OPC. Previous experience supporting enterprise customers in regulated industries. Benefits Annual salary of $96,000. Competitive equity package. Comprehensive benefits plan. Remote-first working environment. Opportunity to contribute to cybersecurity efforts that help protect critical infrastructure.