Senior Technical Support Engineer - Federal

As a Senior Technical Support Engineer, you will help protect critical infrastructure by resolving complex technical issues affecting an industrial cybersecurity platform. You will serve as a trusted technical advisor to enterprise customers, taking ownership of escalated support cases and driving investigations through to resolution. Working across Linux, Kubernetes, hardware, cloud infrastructure, and platform integrations, you will use advanced troubleshooting and technical analysis to improve platform reliability. You will reproduce issues in laboratory environments, analyze logs, and collaborate with engineering teams when deeper investigation is required. The role also involves sharing technical knowledge, strengthening support processes, and maintaining clear communication with customers throughout the resolution process. You will join a remote-first, globally collaborative team working on technology that helps safeguard essential infrastructure.

• 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.