Federal Support Engineer – Tier IIEmployment Type: Full-timeLocation: Remote (must reside in Texas)Overview:We're seeking a skilled technical support engineer to deliver top-tier support for our Software Defined Perimeter (SDP) solution. With a strong focus on the federal sector, this role demands deep networking expertise to maintain the integrity and effectiveness of our cybersecurity platform. As an integral part of our team, you'll collaborate closely with client IT professionals, network engineers, and internal teams to ensure seamless deployment and ongoing functionality of our SDP solution.Responsibilities:Provide expert-level support to troubleshoot and restore SDP deployments, offering guidance on software configuration and best practices.Assist in software deployment and troubleshoot remote installations, ensuring smooth implementation in client environments.Collaborate with the development team to analyze log data, pinpoint root causes, and develop effective troubleshooting strategies.Enhance service reliability through thorough root cause analysis and post-incident assessments.Develop comprehensive documentation and presentations to enrich our customer knowledge base.Conduct testing and issue replication in lab environments using network simulation tools.Utilize support case management systems to maintain high-quality service standards.Liaise with federal clients, contribute to customer-specific documentation, attend meetings, and assist in incident review and trend analysis.Participate in an on-call rotation schedule.Technical Qualifications:Proficiency in configuring and managing complex networks, including DNS, TCP/UDP, NAT, routing protocols, and VPN technologies (IPsec, SSL, etc.).Familiarity with packet capture utilities such as Wireshark and TCP dumps.Experience with authentication protocols like LDAP, SAML, Radius, and MFA.Additional experience with virtualization platforms (AWS, Azure, GCP, VMWare, OpenStack), and operating systems (Windows, macOS, Linux).Knowledge of security components including firewalls, switches, and intrusion detection/prevention systems from vendors like Cisco, Checkpoint, Palo Alto, CrowdStrike, and Zscaler.Background in technical customer support and managing Zero Trust environments.Familiarity with Python and/or JavaScript.Functional and Personal Skills:Excellent communication skills, able to effectively interact with technical and non-technical stakeholders.Minimum of 5 years' experience in technical support roles.Strong team player with the ability to work independently and adapt quickly.Customer-focused mindset with the ability to manage multiple projects simultaneously.Passion for problem-solving and adept at communicating technical concepts to diverse audiences.