Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP
$200,000–$230,000 year
On-site · Washington, District of Columbia, United States
Job Summary
Senior Technical Support Engineer (Federal) responsible for acting as the primary technical interface for Federal customers, triaging and resolving complex production network issues, performing root-cause analysis, reproducing customer environments to validate fixes, and collaborating with Engineering/Product Management to drive bug resolution and feature enhancements. Role requires strong networking fundamentals, experience with scripting/automation, API usage, and the ability to support onboarding, deployments, upgrades, and operational health checks. Travel to Washington DC area up to 20% and after-hours escalation support may be required; responsibilities include security posture analysis, network verification, path analysis, outage prevention, and vulnerability/exposure analysis for mission-critical Federal environments.
Required Qualifications
- Active TS/SCI with Full Scope Polygraph (FSP)
- Strong troubleshooting and analytical skills
- Experience supporting production enterprise or service provider environments
- Ability to communicate technical concepts clearly to engineers and executives
- Strong customer-facing communication and professionalism
- Ability to work independently in fast-paced operational environments
- Understanding of networking fundamentals including TCP/IP, Routing and Switching, VLANs, BGP, OSPF, ACLs, NAT, DNS
- Willingness to travel up to 20% within a 2-hour radius of Washington DC and participate in after-hours on-call rotation
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