Responsibilities
- Provide advanced technical support for federal customers via phone, email, and secure communication channels.
- Troubleshoot and resolve complex hardware, software, and network configuration issues in data center, campus, and routing deployments.
- Collaborate with cross-functional teams to ensure timely resolution of escalated issues.
- Support product installation, operation, and optimization in compliance with federal security and operational standards.
- Document customer interactions, recurring issues, and provide feedback to engineering for continuous product improvement.
- Assist in developing knowledge base content and best practices tailored to the federal networking community.
Requirements
- Top-tier Technical Support Engineer with passion for mission-critical networks.
- Ability to troubleshoot complex and dynamic customer environments.
- Strong analytical mind and ability to triage.
- High aptitude for learning and teaching.
- Excellent written and verbal communication skills.
- Collaborative approach when working with teams.
Who You’ll Work With
The role collaborates with federal agencies, system integrators, defense contractors, product management, software/hardware engineering, and customer engineering teams.
What You’ll Do
- Provide advanced technical support for federal customers via phone, email, and secure communication channels.
- Troubleshoot and resolve complex hardware, software, and network configuration issues in data center, campus, and routing deployments.
- Collaborate with cross-functional teams to ensure timely resolution of escalated issues.
- Support product installation, operation, and optimization in compliance with federal security and operational standards.
- Document customer interactions, recurring issues, and provide feedback to engineering for continuous product improvement.
- Assist in developing knowledge base content and best practices tailored to the federal networking community.
Additional Information
- Must have strong analytical skills and ability to triage technical issues.
- Must be able to communicate effectively in writing and verbally.
- Collaborative approach required when working with cross-functional teams.
- High aptitude for learning and teaching due to continuous release of new features and products.
- Support provided via phone, email, and secure communication channels.
- Role involves diagnosing complex technical challenges in mission-critical environments.
- Documentation of customer interactions, recurring issues, and feedback to engineering is required.
- Assistance in developing knowledge base content and best practices for federal networking community.
