Senior Technical Support Engineer

About the role

Serve as an advanced support engineer for strategic federal customers, resolving complex escalations in secure, compliance-sensitive settings while working with engineering and other teams.

What you will do

• Resolve complex technical problems escalated from first and second level support for federal accounts
• Diagnose issues tied to the product, network, deployment and configuration
• Engage customers directly through cases, troubleshooting calls and remote sessions
• Carry out log and traffic analysis and investigate root causes in depth
• Partner with engineering and product groups on defects, missing features and improvements

What they look for

• Comfort working amid ambiguity and shaping the path as you go
• A strong sense of ownership and integrity, moving between strategy and hands-on work
• A problem-solving mindset focused on finding solutions to hard challenges
• A collaborative, high-trust approach with openness to ongoing feedback
• A genuine growth mindset and dedication to personal development