Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP
Core
Senior technical advisor and escalation engineer for strategic Federal customers operating complex production networks, providing triage, root cause analysis, and resolution for networking, infrastructure, and data modeling issues.
Role type
Senior IC technical support engineer (networking & infrastructure)
Builds
Network digital twin platform for IT teams across major cloud and vendor environments
Domain
Cybersecurity, network management, and digital twin technology for enterprise and government sectors
Deliverable
client delivery
Required skills
deep technical triage, root cause analysis, network configuration analysis, routing behavior analysis, security posture analysis, infrastructure telemetry analysis, API integration, scripting, automation, environment recreation, bug validation, technical documentation
Preferred skills
advanced use case support (network verification, path analysis, outage prevention, vulnerability analysis, intent validation), after-hours escalation support
Technologies
APIs, scripting languages, automation tools, network monitoring platforms
Responsibilities
Provide triage and resolve technical issues for top Federal customers; Perform deep technical triage and root cause analysis; Recreate customer environments to identify software defects; Work with Engineering and Product Management to drive bug resolution; Analyze network configurations, routing, security, and telemetry; Support onboarding, deployment, and operational health checks; Develop and maintain technical documentation; Participate in after-hours escalation support