Technical Support Engineer, Federal

• Serve as a first point of contact for federal customers experiencing technical issues with enterprise storage systems and related infrastructure.
• Receive, document, categorize, and prioritize technical support incidents and service requests.
• Perform Level 1 troubleshooting using established procedures, diagnostic tools, and technical knowledge resources.
• Investigate basic hardware, software, system performance, and connectivity issues involving:
  • Enterprise storage arrays and disk drives
  • Storage controllers and power supplies
  • Network connectivity and switching
  • Fibre Channel and iSCSI connectivity
  • SAN and NAS environments
  • System alerts, alarms, and event logs
• Collect and analyze relevant system information, logs, error messages, and configuration details to support issue identification and resolution.
• Follow documented troubleshooting workflows and service-level agreements (SLAs) to ensure timely response and escalation.

• Deliver responsive, professional technical support while maintaining a positive customer experience.
• Communicate technical information clearly and effectively to customers with varying levels of technical expertise.
• Maintain accurate, detailed case documentation throughout the support ticket lifecycle.
• Provide timely customer updates and follow through on open issues to support resolution.
• Collaborate with Level 2 and Level 3 engineering teams to troubleshoot and escalate complex technical issues.
• Partner with colleagues to share technical knowledge, improve processes, and strengthen overall team effectiveness.

• Identify recurring technical issues and communicate trends or potential improvements to engineering and support teams.
• Contribute to the development and improvement of troubleshooting procedures and technical knowledge resources.
• Participate in ongoing technical training, knowledge-sharing sessions, and professional development opportunities.
• Build expertise in enterprise storage, networking, and infrastructure technologies to support continued career growth.

• U.S. citizenship is required to support our federal customer environments.
• Foundational knowledge of IT systems, hardware, networking, or technical troubleshooting.
• Strong analytical, critical-thinking, and problem-solving skills.
• Excellent written and verbal communication skills, with a commitment to delivering exceptional customer support.
• Ability to manage multiple technical issues, prioritize competing requests, and maintain accurate documentation.
• Strong attention to detail and ability to follow established technical procedures.
• Ability to work independently in a remote environment while collaborating effectively with a distributed team.
• Demonstrated curiosity, adaptability, and willingness to learn new technologies.
• Availability to work an assigned shift within our 24/7/365 technical support operation, including potential weekends and holidays.
• Relevant technical education, certifications, military technical training, or equivalent practical experience.

Experience or familiarity with one or more of the following is beneficial but not required:

• Enterprise storage technologies, including block storage, NAS, or SAN.
• Windows, Linux, UNIX, or other enterprise operating systems.
• Server hardware, computing platforms, or data center infrastructure.
• Networking fundamentals, TCP/IP, Fibre Channel, and iSCSI.
• VMware or other virtualization technologies.
• Cisco or Broadcom networking and switching technologies.
• Cloud storage concepts and infrastructure.
• Technical support ticketing systems and incident management practices.
• Experience in a technical support center, service desk, network operations center (NOC), or enterprise IT environment.
• Industry certifications such as CompTIA A+, Network+, Server+, or relevant vendor-specific certifications.
• Previous experience supporting government customers or regulated technology environments.

Support enterprise technology environments that help federal agencies operate effectively and advance important government missions.

Gain exposure to specialized enterprise storage and infrastructure technologies while learning from experienced technical professionals. Develop skills that can support long-term growth into advanced technical support and engineering roles.

Experience the resources and technology expertise of a global organization combined with the collaboration, visibility, and impact of a smaller, agile company.

Join a team that values respect, accountability, knowledge sharing, and continuous improvement. Your contributions matter, and your ideas are welcomed.

Work remotely while staying connected to a supportive technical team and contributing to meaningful customer outcomes.

We believe in developing our people, recognizing contributions, and creating opportunities for employees to expand their capabilities and build rewarding careers.

Hitachi Federal is committed to providing equitable, competitive, and market-based compensation. The expected hiring range listed above represents the anticipated salary range for a qualified candidate at the time of posting and has been established in good faith based on the requirements of the position.

Final compensation will be determined based on a variety of job-related factors, including, but not limited to:

• Relevant knowledge, skills, and experience
• Technical expertise and specialized qualifications
• Education, certifications, and professional credentials
• Scope and complexity of prior experience
• Internal equity
• Market data and geographic considerations (where applicable)
• Business needs and budget considerations

This position may also be eligible to participate in Hitachi Federal's annual incentive (bonus) program, where applicable, in accordance with company policies and plan provisions.

As a federal contractor, Hitachi Federal complies with all applicable federal contractor requirements, including equal employment opportunity and affirmative action obligations. Certain positions may require U.S. citizenship, the ability to obtain and maintain a U.S. Government security clearance or other government eligibility requirements.

Applicants who require reasonable accommodation during the application or interview process should notify the People & Culture team.

Hitachi Federal is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and making employment decisions based on qualifications, merit, business needs, and applicable laws. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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Great careers start with growth and innovation and here at HV Federal, our mission is to deliver insights that power smarter businesses and inspire social innovation solutions for a healthier, safer future. The key to our innovation is our people -- our culture values respect, diversity, and collaboration. Join our Hitachi family and together, let’s lead the way to extraordinary!

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.