Senior Customer Support Engineer (Federal)

TL;DR

Senior Customer Support Engineer (Storage/Networking): Providing top-tier technical support and resolving complex issues for federal accounts with an accent on filesystems, storage, and networking. Focus on driving resolution for escalated issues, analyzing system/network diagnostics, and collaborating with engineering to improve product gaps.

Location: Washington, DC. Active security clearances are required.

Salary: $150,000–$200,000

Company

hirify.global is a Data Platform that centralizes data logically into a unified namespace and allows for decentralized accelerated access.

What you will do

• Provide top-tier technical support for federal customers to resolve complex technical issues in a timely fashion.
• Prioritize and drive resolution for escalated customer issues through cross-functional collaboration.
• Partner with sales, product, and engineering teams to ensure customer needs are met.
• Provide feedback to product and engineering on product gaps and opportunities for improvement.
• Document systematic learnings to expand the Customer Knowledge Base.
• Participate in team ceremonies to ensure knowledge sharing and iteration of support processes.

Requirements

• 8+ years in a customer support role with experience in cloud, storage, and networking environments.
• Active security clearances are required.
• Deep understanding of SMB and NFS protocols and tools.
• Proficiency with Active Directory and Kerberos systems.
• Ability to analyze network packet captures and networking protocols.
• Experience parsing and analyzing system logs.

Nice to have

• Previous scripting experience.
• Multilingual capabilities.

Culture & Benefits

• Comprehensive health plans including medical, dental, vision, life, and disability.
• 401k retirement plans.
• Flexible time off policy.