Principal Product Support Engineer

What you'll do

• Perform hands-on troubleshooting across the full infrastructure stack including bare metal, hypervisors, networking, and containerized workloads.
• Act as the primary technical bridge between field teams and engineering by translating vague symptoms into structured defect reports.
• Investigate root causes in live production environments using log analysis and service-level debugging to drive permanent fixes.
• Validate engineering patches and product updates in customer environments before they are rolled out for broader use.
• Train managed services teams by creating runbooks, conducting technical walkthroughs, and developing standard operating procedures.
• Harden customer environments to meet DISA STIG requirements and support federal audit readiness activities.
• Monitor customer environments to triage alerts and improve dashboard and observability tooling.
• Produce executive-level incident summaries and internal knowledge base articles following the resolution of major issues.

What we're looking for

• U.S. Citizenship is required.
• Active Secret clearance is highly preferred, or must be eligible to obtain one.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience.
• 10+ years of hands-on experience in infrastructure engineering, systems administration, or technical support.
• Demonstrated depth in at least three areas: VMware/KVM, Kubernetes, Linux administration, enterprise networking, Windows Server, or hybrid cloud.
• Proven experience performing hands-on troubleshooting across the full stack including bare metal, hypervisors, and networking.
• Experience acting as a liaison between field teams and engineering to write structured defect reports.
• Proficiency in federal compliance standards such as DISA STIGs and NIST 800-53.