Technical Support Engineer - Federal
Core
Provide Tier-2/Tier-3 technical support, troubleshooting, and escalation for Versa SASE, SSE, SD-WAN, and SD-LAN solutions deployed in U.S. government agencies.
Role type
Senior IC Technical Support Engineer (Federal)
Builds
Production support for mission-critical federal network infrastructure
Domain
Networking, Cybersecurity, Federal Government
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
TCP/IP, BGP, OSPF, MPLS, VPNs, Firewalls, IPS/IDS, Zero Trust, SSL/IPSec, SD-WAN, SD-LAN, Cloud & Virtualization (AWS, Azure, VMware, containers/K8s), Troubleshooting, Log analysis, Packet-level debugging
Preferred skills
Experience supporting federal government customers, Security clearance, Industry certifications (CCNP, CCIE, CISSP, PCNSE)
Technologies
Versa SASE, SSE, SD-WAN, SD-LAN, AWS, Azure, VMware, K8s
Responsibilities
Provide Tier-2/Tier-3 technical support for federal customers, Troubleshoot complex networking, routing, switching, security policies, and cloud integration issues, Serve as a technical liaison between federal customers and engineering teams, Document root cause analysis (RCA), workarounds, and permanent fixes, Support federal compliance requirements (FedRAMP, FIPS, NIST), Participate in on-call rotation for 24x7 coverage, Develop and maintain knowledge base articles and technical documentation
Seniority
Senior, hands-on IC