Technical Support Engineer, Federal

Overview

Provide first-level technical support for enterprise storage systems and related infrastructure supporting federal government customers, troubleshooting issues and helping maintain reliability and performance of mission-critical environments.

What you'll do

• Serve as a first point of contact for federal customers experiencing technical issues with enterprise storage systems and related infrastructure.
• Receive, document, categorize, and prioritize technical support incidents and service requests.
• Perform Level 1 troubleshooting using established procedures, diagnostic tools, and technical knowledge resources.
• Investigate basic hardware, software, system performance, and connectivity issues involving enterprise storage arrays and disk drives, storage controllers and power supplies, network connectivity and switching, Fibre Channel and iSCSI connectivity, SAN and NAS environments, and system alerts, alarms, and event logs.
• Collect and analyze relevant system information, logs, error messages, and configuration details to support issue identification and resolution.
• Follow documented troubleshooting workflows and service-level agreements (SLAs) to ensure timely response and escalation.
• Deliver responsive, professional technical support while maintaining a positive customer experience.
• Communicate technical information clearly and effectively to customers with varying levels of technical expertise.
• Maintain accurate, detailed case documentation throughout the support ticket lifecycle.
• Provide timely customer updates and follow through on open issues to support resolution.
• Collaborate with Level 2 and Level 3 engineering teams to troubleshoot and escalate complex technical issues.
• Partner with colleagues to share technical knowledge, improve processes, and strengthen overall team effectiveness.
• Identify recurring technical issues and communicate trends or potential improvements to engineering and support teams.
• Contribute to the development and improvement of troubleshooting procedures and technical knowledge resources.
• Participate in ongoing technical training, knowledge-sharing sessions, and professional development opportunities.
• Build expertise in enterprise storage, networking, and infrastructure technologies to support continued career growth.

What you'll need

• U.S. citizenship is required to support federal customer environments.
• Foundational knowledge of IT systems, hardware, networking, or technical troubleshooting.
• Strong analytical, critical-thinking, and problem-solving skills.
• Excellent written and verbal communication skills, with a commitment to delivering exceptional customer support.
• Ability to manage multiple technical issues, prioritize competing requests, and maintain accurate documentation.
• Strong attention to detail and ability to follow established technical procedures.
• Ability to work independently in a remote environment while collaborating effectively with a distributed team.
• Demonstrated curiosity, adaptability, and willingness to learn new technologies.
• Availability to work an assigned shift within the 24/7/365 technical support operation, including potential weekends and holidays.
• Relevant technical education, certifications, military technical training, or equivalent practical experience.

Nice to have

• Experience or familiarity with enterprise storage technologies, including block storage, NAS, or SAN.
• Windows, Linux, UNIX, or other enterprise operating systems.
• Server hardware, computing platforms, or data center infrastructure.
• Networking fundamentals, TCP/IP, Fibre Channel, and iSCSI.
• VMware or other virtualization technologies.
• Cisco or Broadcom networking and switching technologies.
• Cloud storage concepts and infrastructure.
• Technical support ticketing systems and incident management practices.
• Experience in a technical support center, service desk, network operations center (NOC), or enterprise IT environment.
• Industry certifications such as CompTIA A+, Network+, Server+, or relevant vendor-specific certifications.
• Previous experience supporting government customers or regulated technology environments.

Details

• Location: Remote, District of Columbia, United States.
• Candidate must be a US citizen and currently based in the US.
• Shift work within a 24/7/365 operation, including potential weekends and holidays.
• Certain positions may require the ability to obtain and maintain a U.S. Government security clearance or other government eligibility requirements.