SASE Operations and Support Engineer

We are seeking a SASE Operations and Support Engineer to join our team. This role ensures consistent operational performance, accurate reporting, and smooth deployment of SASE-related technologies across the environment.

Responsibilities

• Maintain and update Rally/Agile user stories and task boards; ensure team task accuracy and assist members with updates.
• Monitor remote-access mailbox and triage incoming issues from NOS, Service Desk, and WebFilter teams.
• Assign or escalate requests to NOS or SASE team members as appropriate.
• Create and track CHGs, DARTID entries, and ITAs for deployments and operational updates.
• Follow up on open tasks, CHGs, SMP tickets, and ensure accurate documentation in Rally.
• Collect and provide GFE client logs, Publisher logs, and PCAPs for investigations.
• Assist NOS in end-to-end application troubleshooting and support TAC case creation and follow-ups.
• Run and schedule reports using preconfigured templates for NOS and OCIO requests.
• Support monthly/quarterly updates for on-premises Publisher connectors and validate internal applications post-update.
• Monitor UBEA dashboards and escalate abnormal behavior for CyberOps investigation.
• Review Malware, Malicious Sites, DLP, and credential compromise alerts in Netskope and coordinate with CyberOps.
• Execute detailed testing scenarios involving SWG, NPA, BWAN, conditional 2FA policies, Okta/SCIM provisioning, GFE access, pre-logon behavior, AVD client, and Generative AI access controls.
• Validate application behavior across on-premises and off-premises environments.
• Document test results and provide summary pages for NOS/APR migration assessments.
• Update SOPs, KBAs, and troubleshooting guides based on team inputs; remove outdated or legacy references (e.g., AnyConnect).
• Create new KBAs for SDWAN, Private Access, auto-scaling Publisher deployment (AWS/Azure), and Cloud Exchange/WebTx flows.
• Support the creation and maintenance of SASE network flow diagrams, architecture diagrams, IP assignments, Azure Publisher connectivity, and end-to-end flow documentation.
• Create Netskope packaging for SCT and enterprise deployment; work with DSSD for MECM packaging and push Phase 0 testing.
• Coordinate enterprise deployment schedules, create supporting CHGs, DARTIDs, and update deployment reports.
• Participate in weekly deployment status meetings with prepared updates.
• Assist in testing and validating migration paths from ADImport to SCIM/Okta provisioning workflows.
• Document caveats found during testing and coordinate with Netskope for resolution.
• Maintain documentation of API service account tokens and RBACv3 tokens, including expiration tracking.
• Coordinate token rotation every 90 days and remove expired or unused tokens.

Requirements

• Active Public Trust or ability to obtain.
• Experience with SASE platforms (e.g., Netskope), ZTNA, SWG, NPA, and cloud security principles.
• Knowledge of enterprise ticketing, CHG processes, and operational workflows.
• Ability to collect logs, perform basic troubleshooting, and engage with TAC support.
• Familiarity with identity platforms such as Active Directory, Okta, SCIM provisioning, and conditional access.
• Understanding of cloud environments (AWS/Azure) and application publishing concepts.
• Strong communication skills with ability to coordinate across engineering, NOS, CyberOps, and packaging teams.
• Ability to produce clear documentation, update KBAs/SOPs, and maintain technical diagrams.

Preferred Qualifications

• Exposure to MECM packaging workflows.
• Understanding of network flow diagramming and architecture documentation.
• Experience with enterprise security dashboards, incident review, and alert tuning.

Benefits

• Health, dental, and vision insurance.
• 401K plan.
• Life insurance, short-term and long-term disability plans.
• Vacation time and holidays.

Pay

Target salary range: $81,000.00 - $110,000.00.

Schedule

• Day shift Monday – Friday.
• May be requested to work evenings and weekends to meet program and contract needs.

Work Environment and Physical Demands

• Location: Alexandria, VA (remote, must be local to DMV area).
• Noise level: Low.
• Amount of Travel: Less than 10%.
• Regularly required to use hands to grip, handle, or feel; reach with hands and arms; talk or hear.
• Regularly required to stand, walk, sit, climb or balance, stoop, kneel, crouch, or crawl.
• Regularly required to lift up to 10 pounds; frequently required to lift up to 25 pounds; and up to 50 pounds.
• Vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Citizenship: US Citizen. Clearance requirement: Public Trust.