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Washington, D.C.

    Federal Support Engineer- Tier II - Washington, United States - VIP Tech

    VIP Tech
    VIP Tech Washington, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    We specialize in cutting-edge cybersecurity solutions, including our Software Defined Perimeter (SDP) platform. Our SDP solution is a critical component of modern security postures, providing robust protection against cyber threats. We're seeking a talented Federal Support Engineer- Tier II to join our team and help ensure our customers' success.

    Role Overview: As a TFederal Support Engineer- Tier II, you'll play a pivotal role in assisting our enterprise-level customers with their SDP deployments. Your expertise in networking, troubleshooting, and software configuration will be essential to maintaining the reliability and effectiveness of our security solution. This position focuses on supporting our federal customer base, so US citizenship and residency within the Contiguous United States are required.

    Responsibilities:

    1. Troubleshooting and Support:
      • Assist customers in troubleshooting and restoring their SDP deployments.
      • Provide guidance on software configuration and best practices, becoming a subject matter expert in SDP.
      • Collaborate closely with IT Administrators, Network Engineers, CIOs, and CSOs to address technical issues.
    2. Deployment and Installation:
      • Facilitate software deployment in customer environments.
      • Troubleshoot remote installations of our SDP product.
    3. Root Cause Analysis:
      • Regularly collaborate with our development team to analyze log files.
      • Identify potential root causes of issues and recommend troubleshooting steps.
    4. Service Reliability:
      • Improve service reliability through thorough root cause analysis and postmortem assessments.
      • Implement corrective actions to prevent recurrence.
    5. Documentation and Communication:
      • Develop professional written and oral presentations.
      • Create comprehensive documentation to enhance our public customer knowledge base.
    6. Testing and Validation:
      • Test and reproduce customer-reported issues in internal and cloud-based lab environments.
      • Utilize network simulation and validation tools to validate solutions.
    7. Case Management and Customer Collaboration:
      • Work with support's case management systems to ensure timely and effective support services.
      • Collaborate with other team members to create customer-specific documentation.
      • Attend regular customer meetings and participate in incident reviews and trend analyses.

    Qualifications:

    • Bachelor's degree in Computer Science, Information Technology, or related field.
    • Proven experience in technical support, networking, and troubleshooting.
    • Familiarity with security concepts and zero-trust architectures.
    • Excellent communication skills, both written and verbal.
    • US citizenship and residency within the Contiguous United States (CONUS).
    Company DescriptionVIP Staffing is a regional staffing company specializing in filling temporary, temp-to-hire and permanent placement positions. We command excellence from our employees, provide superior customer service, support generous community involvement all while strengthening our position as a leader and innovator in the staffing industry

    Company Description

    VIP Staffing is a regional staffing company specializing in filling temporary, temp-to-hire and permanent placement positions. We command excellence from our employees, provide superior customer service, support generous community involvement all while strengthening our position as a leader and innovator in the staffing industry
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