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