Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP

What you'll do:

As a Senior Customer Care Engineer (Federal), you will serve as a trusted technical advisor and escalation engineer for strategic Federal customers operating highly complex production networks.

Responsibilities:

• Providing triage, prioritizing, and resolving technical issues for our top
• Serve as the primary technical interface for assigned Federal customers
• Troubleshoot and resolve complex production issues across networking, infrastructure, data collection, modeling, and analytics workflows
• Perform deep technical triage and root cause analysis for customer-reported issues
• Recreate customer environments and scenarios to identify software defects and validate fixes
• Work directly with Engineering and Product Management to drive bug resolution, feature enhancements, and customer success outcomes
• Analyze network configurations, routing behavior, security posture, and infrastructure telemetry
• Support onboarding, deployment validation, upgrades, and operational health checks
• Leverage APIs, scripting, and automation to improve customer workflows and operational efficiency
• Assist customers with advanced use cases, including: network verification, path analysis, outage prevention, vulnerability and exposure analysis, configuration compliance, intent validation, security posture analysis, operational troubleshooting
• Develop and maintain technical documentation, knowledge transfer materials, and operational guidance
• Participate in after-hours escalation support as required for mission-critical customer environments
• Support classified customer engagements and on-site activities when necessary

What We’re Looking For:

If you possess the TS/SCI with FSP and a strong networking foundation, we encourage you to apply.

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 both engineers and executive stakeholders
• 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, network segmentation