Support Engineer - U.S. Public Sector
for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should only include sections that have real specific content.
We have:
- About the role: The "About the Job:" paragraph describes role. Could be "About the role". Use that heading.
- Responsibilities: list bullet points.
- Qualifications: list bullet points (required and preferred). Could separate Required and Preferred? But we can just list all qualifications under Qualifications.
- Benefits: "Why Join Us?" includes Impact at Scale, Thriving Company Culture, Growth & Development, Flexibility, Comprehensive Benefits. That's more like benefits and culture. We could have a Benefits section with bullet points: Impact at Scale, Thriving Company Culture, Growth & Development, Flexibility, Comprehensive Benefits (maybe detail). Also we have compensation/pay: Base salary range.
- Pay: we have salary range.
- Schedule: not mentioned (no schedule). So omit.
- Skills: maybe not separate; qualifications cover skills.
We need to preserve all substantive information, not invent or summarize away detail. Must not include boilerplate like EEO, equal-opportunity, scam-warning, cookie/navigation/legal, duplicated lines, application instructions. Also remove "Exact compensation may vary based on skills, experience, and location." That's pay info but it's a qualifier; we can keep as part of Pay section maybe as a note.
We must not repeat job title as heading. Not include Job ID.
We must not create sections with filler like "commensurate with experience". We have actual salary range.
We need to output only HTML fragment, no /, no markdown fences.
Let's extract content.
About the Job paragraph:
"The Support Engineer is a key member of the DTEX Technical Support organization, supporting enterprise and U.S. public sector customers operating complex, mission-critical environments. This role combines deep technical troubleshooting, customer engagement, and deployment support across Linux-based distributed systems deployed in both on-premises and cloud environments. The ideal candidate is a strong problem solver who enjoys working directly with customers and collaborating across Support, Engineering, and Product teams to resolve complex technical challenges. Active United States Top Secret Security Clearance in good standing required, TS/SCI preferred. You may be asked to provide proof of current clearance status."
We should keep that as prose under About the role.
Responsibilities list:
- Excel at working directly with customers to plan, deploy, troubleshoot, and maintain production deployments across on-premises and cloud environments.
- Use a systematic approach to troubleshoot, identify, and resolve complex technical issues across Linux-based environments and DTEX platform components, including OpenSearch and Elasticsearch.
- Reproduce customer-reported issues independently or in collaboration with Engineering to identify defects, interoperability issues, feature enhancements, and viable workarounds.
- Author and maintain technical documentation, runbooks, deployment guides, and operational best practices.
- Troubleshoot endpoint deployments across Windows, macOS, and Linux environments, including resolving agent installation failures, connectivity issues, upgrade problems, configuration errors, and interoperability challenges in enterprise environments.
- Guide customers through DTEX platform functionality and user interfaces during troubleshooting and issue resolution.
- Work independently and collaborate effectively with Technical Support, Engineering, and Sales teams.
- Maintain a test environment to validate fixes, reproduce customer issues, and evaluate new product capabilities.
Qualifications list (Required and Preferred). Let's capture all bullet points.
Required:
- Active United States Top Secret Security Clearance is required.
- Experience supporting large, complex enterprise and government environments, including highly regulated or security-sensitive deployments.
- 7+ years of experience troubleshooting, deploying, and supporting enterprise software solutions in customer-facing environments.
- Advanced Linux system administration and troubleshooting experience supporting enterprise and distributed environments.
- Background in technical support, systems administration, site reliability, or related roles involving complex troubleshooting and customer-facing problem resolution.
- Hands-on troubleshooting and operational support of OpenSearch, Elasticsearch, PostgreSQL, or similar enterprise data platforms.
- Demonstrated success deploying, configuring, supporting, and troubleshooting large-scale or clustered enterprise applications and infrastructure.
- Experience supporting customer deployments across on-premises, cloud, and government cloud environments.
- Ability to evaluate deployment architectures, sizing requirements, and infrastructure configurations for enterprise-scale environments.
- Experience supporting endpoint technologies across Windows, macOS, and Linux environments, including agent configuration, diagnostics, and interoperability troubleshooting in enterprise environments.
- Excellent written and verbal communication skills, with the ability to engage effectively with customers and technical teams.
- Proactive, self-motivated, and able to work independently, take ownership, and drive issues to resolution in a fast-paced environment.
- Ability to travel within the United States and provide on-site support in customer SCIFs and other secure or restricted-access environments as required.
Preferred:
- Security domain knowledge, including familiarity with Insider Risk Management (IRM), Insider Threat, User and Entity Behavior Analytics (UEBA), Security Information and Event Management (SIEM), and AI risk management concepts.
- Experience leveraging AI tools and technologies in day-to-day technical operations.
- Bachelor’s degree in computer science, engineering, or a related technical field, or equivalent practical experience.
We could combine required and preferred under Qualifications, maybe separate with subheadings? But we only allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could use Qualifications for all. Or we could split Required under Qualifications and Preferred under Skills? But better to keep Qualifications for required and maybe Skills for preferred? However the instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can use any of those. We need to include sections only when posting has real specific content. We have content for About the role, Responsibilities, Qualifications (required), Skills (maybe preferred), Benefits (Why Join Us?), Pay (salary). We could also include Requirements as a separate section if we want to separate required qualifications. But we have both required and preferred; we could put required under Qualifications and preferred under Skills. That seems reasonable.
Thus sections:
- About the role (h3)
- Responsibilities (h3)
- Qualifications (h3) for required
- Skills (h3) for preferred
- Benefits (h3) for Why Join Us? (including Impact at Scale, Thriving Company Culture, Growth & Development, Flexibility, Comprehensive Benefits)
- Pay (h3) for salary range and note about variation.
We must not include Schedule.
Now we need to format lists with - . For prose use
.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep each bullet exactly as in posting. Slight tweaks: ensure we don't lose any details.
Let's extract each bullet precisely.
Responsibilities bullets:
1. Excel at working directly with customers to plan, deploy, troubleshoot, and maintain production deployments across on-premises and cloud environments.
2. Use a systematic approach to troubleshoot, identify, and resolve complex technical issues across Linux-based environments and DTEX platform components, including OpenSearch and Elasticsearch.
3. Reproduce customer-reported issues independently or in collaboration with Engineering to identify defects, interoperability issues, feature enhancements, and viable workarounds.
4. Author and maintain technical documentation, runbooks, deployment guides, and operational best practices.
5. Troubleshoot endpoint deployments across Windows, macOS, and Linux environments, including resolving agent installation failures, connectivity issues, upgrade problems, configuration errors, and interoperability challenges in enterprise environments.
6. Guide customers through DTEX platform functionality and user interfaces during troubleshooting and issue resolution.
7. Work independently and collaborate effectively with Technical Support, Engineering, and Sales teams.
8. Maintain a test environment to validate fixes, reproduce customer issues, and evaluate new product capabilities.
Qualifications (required) bullets:
- Active United States Top Secret Security Clearance is required.
- Experience supporting large, complex enterprise and government environments, including highly regulated or security-sensitive deployments.
- 7+ years of experience troubleshooting, deploying, and supporting enterprise software solutions in customer-facing environments.
- Advanced Linux system administration and troubleshooting experience supporting enterprise and distributed environments.
- Background in technical support, systems administration, site reliability, or related roles involving complex troubleshooting and customer-facing problem resolution.
- Hands-on troubleshooting and operational support of OpenSearch, Elasticsearch, PostgreSQL, or similar enterprise data platforms.
- Demonstrated success deploying, configuring, supporting, and troubleshooting large-scale or clustered enterprise applications and infrastructure.
- Experience supporting customer deployments across on-premises, cloud, and government cloud environments.
- Ability to evaluate deployment architectures, sizing requirements, and infrastructure configurations for enterprise-scale environments.
- Experience supporting endpoint technologies across Windows, macOS, and Linux environments, including agent configuration, diagnostics, and interoperability troubleshooting in enterprise environments.
- Excellent written and verbal communication skills, with the ability to engage effectively with customers and technical teams.
- Proactive, self-motivated, and able to work independently, take ownership, and drive issues to resolution in a fast-paced environment.
- Ability to travel within the United States and provide on-site support in customer SCIFs and other secure or restricted-access environments as required.
Skills (preferred) bullets:
- Security domain knowledge, including familiarity with Insider Risk Management (IRM), Insider Threat, User and Entity Behavior Analytics (UEBA), Security Information and Event Management (SIEM), and AI risk management concepts.
- Experience leveraging AI tools and technologies in day-to-day technical operations.
- Bachelor’s degree in computer science, engineering, or a related technical field, or equivalent practical experience.
Benefits (Why Join Us?) bullets:
- Impact at Scale – Build and lead DTEX’s first sales enablement function, shaping how we scale commercial excellence across the world.
- Thriving Company Culture – At DTEX, we foster a values-driven environment that prioritizes respect, inclusion, and collaboration.
- Growth & Development – We believe in lifelong learning and provide opportunities for continuous professional development.
- Flexibility – Work in a hybrid or remote environment that balances collaboration with autonomy.
- Comprehensive Benefits – Competitive compensation, equity participation, health and wellness benefits, and generous time-off policies.
Pay section: We have "Base salary range (SF Bay Area): $150K-200K". Also "Exact compensation may vary based on skills, experience, and location." We'll include both as prose maybe.
We should not include boilerplate like "About DTEX" description? That is substantive info about company. Should we include? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "About DTEX" paragraph is substantive info about the company; we should keep it. Where to place? Could be under About the role? Or maybe a separate section like "About the Company". But we only have allowed headings list; we could add a section like "About DTEX" but not in the list. The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exclusive? It says "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect us to use those headings only. However we could still include other headings if needed, but they said "Use
- . For prose use
. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep each bullet exactly as in posting. Slight tweaks: ensure we don't lose any details. Let's extract each bullet precisely. Responsibilities bullets: 1. Excel at working directly with customers to plan, deploy, troubleshoot, and maintain production deployments across on-premises and cloud environments. 2. Use a systematic approach to troubleshoot, identify, and resolve complex technical issues across Linux-based environments and DTEX platform components, including OpenSearch and Elasticsearch. 3. Reproduce customer-reported issues independently or in collaboration with Engineering to identify defects, interoperability issues, feature enhancements, and viable workarounds. 4. Author and maintain technical documentation, runbooks, deployment guides, and operational best practices. 5. Troubleshoot endpoint deployments across Windows, macOS, and Linux environments, including resolving agent installation failures, connectivity issues, upgrade problems, configuration errors, and interoperability challenges in enterprise environments. 6. Guide customers through DTEX platform functionality and user interfaces during troubleshooting and issue resolution. 7. Work independently and collaborate effectively with Technical Support, Engineering, and Sales teams. 8. Maintain a test environment to validate fixes, reproduce customer issues, and evaluate new product capabilities. Qualifications (required) bullets: - Active United States Top Secret Security Clearance is required. - Experience supporting large, complex enterprise and government environments, including highly regulated or security-sensitive deployments. - 7+ years of experience troubleshooting, deploying, and supporting enterprise software solutions in customer-facing environments. - Advanced Linux system administration and troubleshooting experience supporting enterprise and distributed environments. - Background in technical support, systems administration, site reliability, or related roles involving complex troubleshooting and customer-facing problem resolution. - Hands-on troubleshooting and operational support of OpenSearch, Elasticsearch, PostgreSQL, or similar enterprise data platforms. - Demonstrated success deploying, configuring, supporting, and troubleshooting large-scale or clustered enterprise applications and infrastructure. - Experience supporting customer deployments across on-premises, cloud, and government cloud environments. - Ability to evaluate deployment architectures, sizing requirements, and infrastructure configurations for enterprise-scale environments. - Experience supporting endpoint technologies across Windows, macOS, and Linux environments, including agent configuration, diagnostics, and interoperability troubleshooting in enterprise environments. - Excellent written and verbal communication skills, with the ability to engage effectively with customers and technical teams. - Proactive, self-motivated, and able to work independently, take ownership, and drive issues to resolution in a fast-paced environment. - Ability to travel within the United States and provide on-site support in customer SCIFs and other secure or restricted-access environments as required. Skills (preferred) bullets: - Security domain knowledge, including familiarity with Insider Risk Management (IRM), Insider Threat, User and Entity Behavior Analytics (UEBA), Security Information and Event Management (SIEM), and AI risk management concepts. - Experience leveraging AI tools and technologies in day-to-day technical operations. - Bachelor’s degree in computer science, engineering, or a related technical field, or equivalent practical experience. Benefits (Why Join Us?) bullets: - Impact at Scale – Build and lead DTEX’s first sales enablement function, shaping how we scale commercial excellence across the world. - Thriving Company Culture – At DTEX, we foster a values-driven environment that prioritizes respect, inclusion, and collaboration. - Growth & Development – We believe in lifelong learning and provide opportunities for continuous professional development. - Flexibility – Work in a hybrid or remote environment that balances collaboration with autonomy. - Comprehensive Benefits – Competitive compensation, equity participation, health and wellness benefits, and generous time-off policies. Pay section: We have "Base salary range (SF Bay Area): $150K-200K". Also "Exact compensation may vary based on skills, experience, and location." We'll include both as prose maybe. We should not include boilerplate like "About DTEX" description? That is substantive info about company. Should we include? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "About DTEX" paragraph is substantive info about the company; we should keep it. Where to place? Could be under About the role? Or maybe a separate section like "About the Company". But we only have allowed headings list; we could add a section like "About DTEX" but not in the list. The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exclusive? It says "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect us to use those headings only. However we could still include other headings if needed, but they said "Use