Associate Technical Support Engineer - Federal

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Technical Support Engineer – Federal based in the United States.

The Associate Technical Support Engineer serves as a first point of contact for enterprise customers using cybersecurity solutions designed to protect critical infrastructure. In this customer-facing role, you will manage incoming support requests, troubleshoot common technical issues, and help customers maintain reliable and secure environments. You will communicate across email, chat, phone, and ticketing channels, ensuring every interaction is clear, professional, and solution-oriented. Working within a collaborative support organization, you will handle initial investigations while partnering with senior engineers to resolve more complex cases through a hybrid tiered and swarming model. You will also use AI tools to improve case efficiency, contribute to technical knowledge resources, and support routine product maintenance. This opportunity is well suited to an early-career technical professional who combines strong communication skills, curiosity, and a sense of ownership. Your work will contribute to protecting essential services such as power grids, water systems, pipelines, and manufacturing operations.

Accountabilities

• Serve as the primary point of contact for incoming customer support requests through email, chat, phone, and ticketing systems.

• Communicate clearly and professionally with enterprise customers throughout the full lifecycle of each support case.

• Triage incoming cases according to severity and business impact, then troubleshoot and resolve common or known issues in existing customer environments.

• Use documented solutions, previous cases, and established fixes to investigate and resolve technical problems.

• Leverage AI tools to accelerate case handling by drafting responses, summarizing case histories, and identifying relevant knowledge resources, while verifying outputs and retaining full ownership of each case.

• Escalate complex issues to Tier 2 and Tier 3 engineers while remaining actively involved in the resolution process through the team's hybrid tiered and swarming support model.

• Maintain thorough case documentation, including system details, error messages, troubleshooting steps, and actions already attempted.

• Support routine product upgrades, patches, and configuration changes in established customer environments, following standard procedures.

• Contribute to the technical knowledge base using Knowledge-Centered Service (KCS) practices, preparing content for peer review before publication.

• Participate in a team-wide weekend on-call rotation, approximately one weekend per month, to provide coverage for time-sensitive support issues.

Requirements

• Must be a U.S. citizen.

• Approximately 1–3 years of experience in technical support, IT, or another customer-facing technical role, or equivalent demonstrated ability.

• Excellent communication skills, with the ability to remain calm, clear, and professional when supporting enterprise customers.

• Ability to explain technical concepts effectively to both technical and nontechnical audiences.

• Strong troubleshooting and problem-solving skills, with a methodical, curious approach to investigating issues and driving them to resolution.

• Self-starter mindset, demonstrating accountability, initiative, and genuine motivation to help protect critical infrastructure.

• Working familiarity with the Linux command line and fundamental networking concepts, or a strong willingness and ability to learn them quickly.

• Comfort using AI tools in daily work, with sound judgment to verify generated information and maintain personal responsibility for the accuracy and quality of support outcomes.

• Ability to work collaboratively with other support engineers and maintain ownership of customer cases, including during escalations.

• Successful completion of a background check as a condition of employment.

Benefits

• Annual salary: USD $68,000.

• Equity: Competitive equity package.

• Healthcare and other coverage: Comprehensive benefits plan.

• Work flexibility: Fully remote position.

• Team support: Collaborative support environment with opportunities to learn from Tier 2 and Tier 3 engineers.

• Mission-driven work: Opportunity to contribute to cybersecurity efforts that help protect critical infrastructure and essential services.