Senior Service Delivery & Support Engineer

We need to output HTML fragment with sections using

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions). Also we should not create Pay/Schedule/Benefits sections unless posting actually states them. The posting includes "What We Offer" with competitive salary, benefits, 401K, PTO, flexible working, professional development, etc. That is Benefits and maybe Pay? It mentions competitive salary and performance-based incentives. So we can include Pay section? The instruction: "Prefer a few substantive sections over many thin ones." We can combine Benefits and Pay maybe. But they ask to use headings for Benefits, Pay, Schedule if present. The posting does not mention schedule specifics besides hybrid (3 days office, 2 remote). That's schedule info. So we can include Schedule section. Benefits: they list health, dental, vision, 401K matching, PTO, flexible working arrangements, professional development, certifications, dynamic inclusive environment, flex holidays, robust 401k, flexible working practices. So Benefits section. Pay: they mention competitive salary and performance-based incentives. That's enough for Pay. We also need About the role: likely from Job Summary. Responsibilities: from Key Responsibilities etc. Qualifications: from Qualifications And Experience and Preferred Qualifications maybe combined. Skills: maybe from Technical Environment? Could be considered Skills. But we can decide to include Skills if there is specific content. The posting includes Technical Environment list of technologies. That could be Skills. Also there is "Success in This Role" etc but that's more about expectations. We must not create sections with filler. So we need to ensure each section has substantive content. Let's extract: About the role: Job Summary paragraph: "Assured Public Sector is seeking a DC metro area-based Senior Service Delivery & Support Engineer to serve as a senior technical owner for customer implementation, managed backup and recovery operations, escalated support, and day-to-day service delivery. This role is intended to provide immediate senior-level depth for APS operations and to grow into the Service Delivery and Customer Support Lead as the public-sector team expands. The ideal candidate is an experienced enterprise backup and recovery engineer who can quickly become highly proficient with Rubrik and operate confidently across customer onboarding, architecture, troubleshooting, recovery, VMware, networking, secure remote administration, and operational documentation. Direct Rubrik experience is strongly preferred; deep experience with comparable enterprise data-protection platforms and the ability to learn Rubrik rapidly may be considered. This is a hands-on senior engineering role. The successful candidate will be expected to resolve complex technical issues, guide less-experienced team members, establish repeatable service-delivery practices, and help APS scale from a small launch team into a durable managed-services operation." That's good. Responsibilities: list from Key Responsibilities (multiple bullet-like sentences). We'll convert each sentence into

. Qualifications: from Qualifications And Experience (required) and Preferred Qualifications (preferred). Could combine but we need to keep all info. We'll list required qualifications as

and maybe separate preferred? But we can just list all as li under Qualifications. Ensure not to duplicate. Skills: maybe from Technical Environment: list of technologies. Could be considered Skills. We'll include Skills section with those technologies. Benefits: from What We Offer: competitive salary and performance-based incentives (Pay), comprehensive benefits package including health, dental, vision insurance, 401K program with company matching, generous paid time off and flexible working arrangements, professional development opportunities and support for certifications, dynamic inclusive collaborative work environment, flex holidays, robust 401k plan, flexible working practices. We need separate Pay and Benefits sections per instruction. So Pay: competitive salary and performance-based incentives. Benefits: health, dental, vision insurance, 401K matching, PTO, flexible working, professional development, certifications, dynamic inclusive environment, flex holidays, robust 401k, flexible working practices. Schedule: from Location: Herndon, VA (US) - Hybrid (3 days office, 2 remote). This is NOT a remote position. So schedule: hybrid 3 days office, 2 remote. We must not include boilerplate like EEO etc. Remove those lines at end. Now produce HTML fragment with headings

and content. Structure:

About the role

... (job summary paragraph)

Responsibilities

• ...
...

Qualifications

• ...
...

Skills

• ...
...

Pay

Competitive salary and performance-based incentives.

Benefits

• ...
...

Schedule

Hybrid schedule: 3 days office, 2 days remote (Herndon, VA). Not a fully remote position.

Check for duplication: Ensure we didn't include any boilerplate like "Assured Public Sector is seeking..." etc only once. Now extract responsibilities sentences: From "Key Responsibilities" block: - Service Delivery and Customer Implementation Lead or serve as senior technical owner for onboarding and implementation of APS backup, recovery, and disaster-recovery services. Translate customer requirements and sold service scope into an executable implementation plan, technical configuration, validation steps, and operational handoff. Lead deployment, configuration, testing, and acceptance of APS-managed customer appliances and related connectivity. Coordinate implementation dependencies across customer teams, APS operations, security, vendors, datacenter resources, and internal stakeholders. Validate backup protection, retention, recovery, replication, connectivity, monitoring, and operational readiness before service activation. Maintain accurate implementation, asset, configuration, support, and customer handoff records. - Rubrik and Data Protection Engineering Administer and support Rubrik Security Cloud Government (RSC-G) and APS-managed Rubrik infrastructure. Design, configure, review, and troubleshoot SLA Domains, protection policies, backup jobs, replication, archive/copy workflows, recovery operations, and platform integrations as applicable. Perform and lead restore, recovery, disaster-recovery test, and cyber-recovery activities. Analyze backup failures, performance issues, capacity conditions, connectivity problems, data-protection anomalies, and platform alerts through resolution. Maintain secure, supportable, and recoverable configurations across Rubrik and adjacent infrastructure. Engage Rubrik or other vendors when escalation is required and retain the technical record of the disposition. - Escalated Support / L4 Engineering Serve as the senior escalation point for complex customer and internal technical issues that cannot be resolved through routine support. Own high-severity technical troubleshooting from triage through root cause, workaround, remediation, validation, and closure. Troubleshoot across backup software, virtualization, operating systems, storage, networking, firewalls, authentication, certificates, and secure remote-access paths. Provide expert guidance during backup outages, failed restores, degraded protection, infrastructure failures, and urgent recovery events. Create durable troubleshooting notes, runbooks, known-error guidance, and escalation patterns so repeat issues are resolved consistently. - Infrastructure and Platform Operations Support APS datacenter and customer-appliance infrastructure, including HPE hardware, VMware ESXi/vCenter, pfSense, network connectivity, and related platform components. Assist with or lead lifecycle activities such as patching, firmware/software updates, configuration changes, hardening, health checks, capacity review, and controlled maintenance. Use approved privileged-access paths, change-management practices, and logging requirements for administrative work. Validate customer-specific connectivity, segmentation, permitted service exposure, and management restrictions in coordination with security and network owners. Support infrastructure monitoring and operational alert response using approved APS tools and platform-native telemetry. - Operational Leadership and Team Development Help establish the operating cadence, escalation model, handoff standards, and technical quality expectations for APS Service Delivery and Customer Support. Mentor and cross-train implementation, support, and security personnel on backup/recovery operations and troubleshooting. Provide technical oversight and backup coverage for junior or part-time resources performing customer implementation or support activities. Identify repetitive work that should be standardized, automated, documented, or moved into structured Salesforce workflows. Contribute to staffing, on-call, support-tier, documentation, and service-readiness practices as the team grows. Act as a trusted senior technical representative in customer and internal operational discussions. - Security, Compliance, and Evidence Support Execute technical work in accordance with APS security policies, CMMC/NIST SP 800-171 operating requirements, customer obligations, and approved change/access processes. Produce and retain configuration, test, change, recovery, access, monitoring, and implementation evidence as part of normal operations. Support Security & Compliance with technical validation, live demonstrations, control evidence, remediation, and assessment preparation. Participate in incident response, vulnerability remediation, hardening validation, and security-event investigation when the issue touches service-delivery infrastructure. Escalate control failures, security risks, unauthorized access, or material configuration deviations rather than treating them as routine support issues. We'll convert each bullet into

. Might be many but okay. Qualifications: Required qualifications list: - Significant hands-on experience administering enterprise backup, recovery, disaster-recovery, or data-protection platforms in production environments. - Senior-level troubleshooting experience across backup software, virtualization, storage, networking, operating systems, and infrastructure services. - Demonstrated ability to lead complex technical incidents and escalations through resolution. - Experience with VMware ESXi/vCenter or comparable enterprise virtualization platforms. - Working knowledge of TCP/IP networking, firewalls, routing, VPN/IPsec, DNS, certificates, authentication, and secure remote administration. - Experience documenting implementation, change, troubleshooting, recovery, and operational procedures. - Ability to communicate clearly with customers, engineers, vendors, security personnel, and management during both routine and high-pressure events. - Ability to operate independently in a small team and make sound technical decisions within established security and change-control requirements. - U.S. person status and ability to satisfy APS personnel-screening and access requirements applicable to assigned systems and customer environments. Preferred qualifications list: - Hands-on Rubrik administration and support experience, including Rubrik Security Cloud or Rubrik CDM/RSC environments. - Rubrik certification or substantial demonstrated Rubrik platform experience. - Experience with HPE server platforms, VMware clusters, pfSense, Fortinet, Cisco, or comparable infrastructure technologies. - Experience supporting managed backup services, MSP/MSSP environments, or customer-facing infrastructure operations. - Experience with disaster-recovery testing, ransomware/cyber-recovery, immutable backup architectures, or recovery orchestration. - Experience supporting public-sector, Department of Defense, federal, regulated, or CUI-sensitive environments. - Familiarity with CMMC, NIST SP 800-171, change management, privileged access management, security logging, and evidence-driven operations. - Experience mentoring technical staff or serving as a team lead, escalation lead, or senior support engineer. We'll combine both as li under Qualifications. Skills: Technical Environment list: - Rubrik Security Cloud Government - Rubrik backup infrastructure - HPE servers - VMware ESXi/vCenter - pfSense - Fortinet - Cisco - Microsoft Entra ID Government - Keeper Security Government/PAM - Wazuh - Zabbix - CrowdStrike - Salesforce Government Cloud Plus - other approved APS systems We'll list as li. Pay: as above. Benefits: list items: - Comprehensive benefits package including health, dental, and vision insurance. - 401K program with company matching. - Generous paid time off. - Flexible