Associate Technical Support Engineer - Federal

The Associate Technical Support Engineer serves as a first point of contact for enterprise customers using cybersecurity solutions designed to protect critical infrastructure. In this customer-facing role, you will manage incoming support requests, troubleshoot common technical issues, and help customers maintain reliable and secure environments. You will communicate across email, chat, phone, and ticketing channels, ensuring every interaction is clear, professional, and solution-oriented. Working within a collaborative support organization, you will handle initial investigations while partnering with senior engineers to resolve more complex cases through a hybrid tiered and swarming model. You will also use AI tools to improve case efficiency, contribute to technical knowledge resources, and support routine product maintenance. This opportunity is well suited to an early-career technical professional who combines strong communication skills, curiosity, and a sense of ownership. Your work will contribute to protecting essential services such as power grids, water systems, pipelines, and manufacturing operations.

• 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.