Must have a government issued security clearance (minimum Secret) to be considered. Please do not apply if you do not possess a clearance as you will be disqualified. (Thank you)
We are looking for a Tier 3 escalation support engineer for our enterprise Software Defined Perimeter (SDP) solutions in the federal space. Due to the level of integration our zero trust platform has with network architectures, we are looking for an engineer with a high level of network support and troubleshooting background to be an escalation point to our development team. This engineer should understand software development practices, ideally with some time spent developing or supporting Python and/or Go in an enterprise production environment.
In this position, you will work directly with our internal escalation and Development teams, as well as with customer IT Administrators, Network Engineers, CIOs, and CSOs. You will become intimately knowledgeable with our SDP Solution, its capabilities and why it is a core component of our customers’ security posture. This is a support role with on-call requirements and the candidate must be a US citizen with the necessary security clearances for working on federal government projects.
Responsibilities:
- Support customers by troubleshooting and returning to service their SDP deployments
- Assist with software configuration and standard methodologies as a subject matter expert in the SDP solution
- Collaborate regularly with our development team to analyze log files and identify potential root causes, troubleshooting steps and Return to Service actions.
- Work directly with our development team to create scripts and tools to automate the analysis and troubleshooting of customer issues with the goal of transitioning these techniques into our software development pipeline
- Be an escalation point for our L2 and L3 Support Engineers
- Improve service reliability through root cause analysis and post mortem / after action
- Develop documentation for our public customer knowledge base
- Test and reproduce customer issues in internal and cloud-based lab environments using network simulation and validation tools
- Participate in an on-call rotation with our other support engineers
Technical Qualifications:
- Enterprise familiarity- Python and/or Go
- Experience supporting developers, creating and supporting CI/CD pipelines, creating and delivering Linux-based appliances, as well as containerizing applications and microservices
- Strong knowledge of Linux including deep experience with packaging, namespaces, system, iptables, DNS, TCP/IP networking and other Linux concepts
- Requires experience in configuring, supporting and managing broad and complex networks including:
o DNS
o Networking Operations - TCP and UDP, and NAT
o Managing and configuring networking and security components including security appliances, Firewalls, Switches and Intrusion Detection/ Intrusion Prevention Systems from multiple vendors such as Cisco, Checkpoint, Palo Alto, Crowdstrike and ZScaler
o Knowledge of packet “sniffer” or protocol capture utilities (Wireshark)
o Routing Protocols
o VPN Technologies - IPsec, SSL, Site-to-Site VPN, Remote Access VPN
o Virtualization experience (AWS, Azure, GCP, VMWare, OpenStack)
o Experience adding and maintaining automation and unit tests
Additional "nice to have" experience:
- Previous experience managing a Zero Trust environment
- Authentication Protocols - LDAP, SAML, Radius, MFAs
- Concept of metrics (i.e. Prometheus)
- Experience with Windows, MAC OS, and Linux
- Proficiency with containers (Kubernetes, Docker and Docker Compose)
Functional and personal skills:
- At least 5 years of successful technical support experience
- Passionate about problem solving and have good commercial sense when communicating with customer
- A cross-functional team player who can work independently and quickly adapt to any situation
- Customer service oriented and able to work with multiple projects at the same time
- Excellent verbal and written communication skills with the ability to bridge technical/business stakeholders
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- What company currently holds your security clearance?
Security clearance:
Work Location: Remote