Position: Tier II Federal Support Engineer (Top Secret Clearance Required)Type: Full-timeLocation: Remote (Washington D.C. residence required)Overview:We're seeking a skilled technical support engineer to provide Tier II support for our client's Software Defined Perimeter (SDP) solution. This role requires in-depth networking expertise to ensure our zero-trust platform seamlessly integrates with diverse network architectures, meeting our federal clients' cybersecurity requirements. As part of our dedicated federal support team, you'll collaborate closely with clients' IT personnel, network engineers, and security officers, as well as our internal deployment and development teams. Mastery of our SDP solution is pivotal for delivering exemplary service and advancing clients' security strategies.Responsibilities:Provide expert troubleshooting and support for SDP deployments, guiding clients through software configuration and best practices.Assist with software deployment and remote installations, leveraging deep technical knowledge to address challenges.Collaborate with our development team to analyze log files, identify root causes, and implement effective solutions.Enhance service reliability through rigorous root cause analysis and post-incident assessments.Develop comprehensive documentation and presentations to enrich our public knowledge base and empower clients.Conduct testing and issue replication in lab environments using network simulation tools.Ensure top-tier support delivery through meticulous case management and collaboration within the support team.Tailor support activities to federal clients' needs, participating in meetings, incident reviews, and change management processes.Participate in an on-call rotation schedule.Technical Qualifications:Top Secret Clearance is mandatory.Proficiency in configuring and managing complex networks, encompassing DNS, TCP/UDP, NAT, routing protocols, and VPN technologies.Experience with packet analysis tools such as Wireshark and TCP dumps.Familiarity with authentication protocols like LDAP, SAML, Radius, and multi-factor authentication.Additional experience with virtualization platforms (AWS, Azure, GCP, VMWare, OpenStack), Windows, macOS, and Linux.Competence in managing security components including firewalls, switches, and intrusion detection/prevention systems from various vendors.Previous experience in technical customer support and managing Zero Trust environments.Knowledge of Python and/or JavaScript is desirable.Functional and Personal Skills:Excellent communication skills, adept at engaging with technical and business stakeholders.Minimum of 5 years' experience in technical support roles.Ability to work independently and collaboratively across teams.Strong customer service orientation and multitasking abilities.Passion for problem-solving and effective client communication.