Senior Service Delivery & Support Engineer

Position:
Senior Service Delivery & Support Engineer

Location:

Herndon, VA (US) - Hybrid (3 days office, 2 remote). This is NOT a remote position.

Department:
Public Sector

Job Type: Full-time

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.

• 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.

• 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.

• Support APS datacenter and customer‑appliance infrastructure, including HPE hardware, VMware ESXi/vCenter, pf Sense, 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.

• Help…