Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP

We are seeking a Senior Technical Support Engineer to join our Support team. As a Senior Technical Support Engineer, you will be responsible for providing world-class post-sales customer support and technical leadership to our client base.

Responsibilities:

• Providing triage, prioritizing, and resolving technical issues for our top customers.
• Identifying software bugs, recreating customer issues, and testing/verifying versions with software fixes.
• Working with Forward Engineering teams to resolve customer issues.
• Escalating unresolved issues in a timely manner and maintaining direct communications with all stakeholders.
• On-site live troubleshooting in Federal customer locations.

Requirements:

• 7+ years of technical customer support experience.
• Experience working in technical support assisting a variety of networking and system issues.
• TS SCI clearance w/FSP poly.

Experience:

• Strong understanding of fundamentals in Networking, Cloud or Security.
• Strong written and interpersonal communications skills.
• Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems.
• Experience supporting a multi-vendor network (e.g. A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks, AWS, GCP etc.).
• Proven ability to work cross-functionally within a team-oriented environment.

Highly Desired:

• B.S. Computer Science or equivalent educational experience.
• Python scripting experience.
• Kubernetes experience.
• Advanced Linux experience.
• API debugging.
• Cloud networking (AWS, Azure, GCP).

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary + bonus is expected to be between $200,000/yr to $230,000/yr. The offered compensation may also include stock.