Support Engineer, U.S. Government Support

About Our Client

The organization operates within the DevSecOps software industry, providing a platform designed to enhance developer productivity, operational efficiency, and security compliance. It serves a broad user base including public sector organizations and government agencies, supporting secure software deployment in highly regulated environments.

About the Opportunity

The Support Engineer, U.S. Government Support role is focused on enabling government and public sector customers to successfully run complex software deployments under strict security and compliance constraints. This position supports national security missions by troubleshooting and resolving technical issues in secure, often air-gapped environments, thereby ensuring reliability and operational continuity.

Responsibilities

• Collaborate with U.S. government and public sector customers to diagnose and resolve complex software deployment issues.
• Conduct in-depth technical investigations using Linux command-line tools and software internals.
• Identify root causes across infrastructure and application layers; recommend and implement fixes.
• Develop and maintain clear, reusable documentation and support materials.
• Participate in pairing sessions to share knowledge and improve support processes.
• Enhance internal support tools and workflows, including automation for troubleshooting.
• Participate in on-call rotations providing emergency support in compliance-sensitive environments.
• Assist in recruiting and hiring processes for the support team.

Requirements

• United States Citizenship due to government security requirements.
• Experience managing customer support cases through their full lifecycle.
• Strong Linux systems administration and troubleshooting skills.
• Familiarity with AI/LLM-powered developer tools and gateway architectures.
• Proficiency in scripting languages such as Ruby or Bash; experience with MVC frameworks.
• Practical knowledge of Git and CI/CD workflows.
• Ability to create clear technical documentation and communicate complex topics effectively.

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.