L2 Technical Support Engineer - Federal

L2 Technical Support Engineer - Federal

Location: 100% Remote within the Washington DC Region

Salary Range: Up to $180k base

Benefits: Equity

I am working with a Pre-IPO High Growth CyberSecurity start up with a strong market positioning and an utterly unique product. They are expanding their post sales team in their Federal team supporting government agencies.

There is a small and close knit post-sales team in the US already and due to the amount of customers they have in the region, they need more support. They have a very collaborative team and their team has a strong balance of people who are nice and people who are ambitious.

This is a role with great career progression and a good ability to wear a lot of hats and learn new things.

Responsibilitys:

Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs

Responsible for troubleshooting customer queries

Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers.

Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team (Tier 3).

Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs.

Proactive ownership and management of allocated tickets via support platforms.

Provide prompt, professional, and accurate communication with customers, vendors, and colleagues to bring a fantastic experience - ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them.

Interface with colleagues to ensure completeness and relevance to customer requirements.

Prioritize and manage multiple open tickets at one time.

Share valuable knowledge with Support colleagues.

Provide input towards general process improvement.

Investigate any identified issues with the implementation and then proactively drive resolution.

Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures.

When required, assist with testing of the platform configurations and provide accurate feedback on test outcomes.

Maintain up to date product knowledge and awareness of new features.

What we are looking for:

Experience as a L2 Technical Support Engineer, Linux System Administrator or DevOps Engineer

Strong Linux experience and knowledge

Strong Endpoint troubleshooting experience

Experience working with CyberSecurity technologies

Experience working with Federal/SLED/Public Sector customers

Security Clearance or have had security clearance before

What's in it for you:

A great opportunity to work in a high growth Cyber vendor

Good career progression

Working alongside Ambitious and Collaborative team

Working with strong technologies

An ability to wear a lot of hats and learn a lot

A competitive salary and flexible remote working