Independently resolve moderate-complexity cases using deep product expertise, logs, and diagnostic tools.
Manage expectations with professionalism and communicate clearly under pressure.
Partner cross-functionally with engineering and product teams to resolve issues, ensuring they are tracked in alignment with SLAs.
Drive results beyond your own caseload by authoring clear Knowledge Base (KB) entries and identifying process improvements.
Handle standard and moderately complex cases specific to government clients, ensuring compliance with federal service level requirements.

2–4 years of experience in technical support, systems engineering, or IT.
Bachelor’s degree in Computer Science, IT, or equivalent work experience.
Strong product knowledge in at least one domain with the ability to troubleshoot environment-specific issues like agent deployment and proxy settings.
Proficiency in composing SQL queries and working with Docker/Kubernetes-based environments.
Demonstrated technical networking knowledge in TCP/IP and basic Linux support.
Proven ability to use logs, tools, and analysis to resolve complex cases independently.
Must be a US Citizen residing on US soil to meet federal handling requirements.

Technical Support Engineer – Federal

Key skills