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Sr. Technical Support Engineer, FedRAMP
Компания: unknown
**About Our Client:**
The organization operates at the forefront of AI security, focusing on enabling enterprises to adopt AI technologies with confidence. It addresses critical challenges in data security by facilitating faster and more precise discovery and protection of data. This foundation supports a significant client base, including Fortune 1000 companies, establishing the organization as a key provider of trusted AI infrastructure.
**About the Opportunity:**
The SENIOR TECHNICAL SUPPORT ENGINEER role for the federal market is responsible for providing expert technical resolution for highly regulated FedRAMP and Department of Defense customers. This position requires navigating complex troubleshooting within strict security guidelines to ensure the reliability and compliance of federal offerings. The role contributes by resolving critical issues, validating secure workarounds, and enhancing documentation to support continuous compliance.
**Responsibilities:**
* Investigate and resolve complex technical challenges related to AI security, data discovery, classification, DLP workflows, and access analysis.
* Manage support tickets from identification through resolution, acting as the primary technical authority.
* Develop automation scripts and diagnostic tools to streamline troubleshooting and improve team efficiency.
* Collaborate with cross-functional teams to provide operational insights, conduct root cause analyses, and assist in resolving systemic issues.
* Create and maintain detailed technical documentation and runbooks to support knowledge sharing and case management.
* Implement AI tools to enhance troubleshooting workflows and accelerate case resolution.
* Advocate for customers by managing technical communications with both technical teams and executive stakeholders.
**Requirements:**
* U.S. citizenship and ability to pass and maintain a federal background investigation (e.g., Public Trust).
* Physical residence and work location within the Continental United States (CONUS).
* Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or related field; or Associate degree with equivalent experience.
* Minimum of 5 years in technical support or escalation engineering roles within SaaS or cybersecurity, including experience with Federal, DoD, or FedRAMP-authorized environments.
* Deep knowledge of NIST SP 800-53 controls, FedRAMP Continuous Monitoring, and related compliance frameworks.
* Hands-on experience with government cloud platforms (AWS GovCloud, Azure Government, Google Cloud for Government) and identity/authentication protocols (SSO, SAML, OAuth, SCIM, RBAC, MFA).
* Possession of a baseline security certification such as CompTIA Security+ or equivalent DoD 8570 certification.
* Proficiency in advanced troubleshooting including log analysis, API inspection, SQL querying, and root cause analysis adhering to FedRAMP policies.
* Scripting skills in Python, Bash, or PowerShell for diagnostic tool development within controlled federal environments.
* Experience managing cases in enterprise platforms like Zendesk, ServiceNow, Jira, and Salesforce, with ability to meet federal vulnerability and incident SLAs.
* Strong written and verbal communication skills for translating technical information to diverse stakeholders.
* Willingness to participate in scheduled on-call rotations including outside regular business hours.
**Pay Range and Compensation Package:**
* Compensation Range: $100,000-$130,000
**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.
**Note:**
RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.