Federal Product Support Engineer - Dallas, TX, OKC, OK, Houston, Security Clearance

Position: Federal Product Support Engineer - Dallas, TX, OKC, OK, Houston, with Security Clearance
Federal Principal Product Support Engineer needed for a Direct-Hire opportunity with SOC's client to work hybrid onsite in Oklahoma City, OK, Dallas or Houston, TX or Montgomery, AL.
** Active Secret Clearance is required for this position
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* Job Description:

Role nature:
This is a senior field-engineering position, not a traditional support or escalation-management role. You will work hands-on across the full infrastructure stack - from bare metal and hypervisors to networking, containerized workloads, and application-layer issues. Technical depth across multiple layers of the stack is a core requirement; you will be expected to access nodes directly, review system logs, and diagnose live production environments.

How escalations work:
You serve as the primary engineering escalation point for on-site support teams. When a field team surfaces a vague symptom "this service isn't responding" - you take ownership: filter the noise, reproduce and isolate the root cause, and deliver a structured defect report with clear reproduction steps that product engineers can act on immediately. You will drive permanent fixes, contribute to product improvements, and keep customers' Private Cloud Enterprise environments operational and secure.

US Citizenship required What You'll Actually Do A typical week in this role involves:
* Receiving escalations from on-site Level 1-3 teams, triaging root cause hands-on, and owning the technical path to resolution across the full infrastructure stack - spanning bare metal, hypervisor, networking, and application layers - using direct access to production environments, log analysis, and service-level debugging
* Engaging directly with engineers: writing structured defect reports with reproduction steps, attending engineering triage calls, and validating patches in customer environments before broader rollout
* Translating field-observed symptoms into actionable technical requirements for product and engineering teams - filtering noise from vague customer complaints into precise, reproducible problem statements
* Training and enabling a managed services team field engineers who are new to the PCE platform - producing runbooks, leading technical walkthroughs, and building their operational confidence
* Monitoring customer environments; triaging alerts and contributing to dashboard and observability improvements
* Conducting on-site work at customer locations
* Hardening environments to DISA STIG requirements and supporting audit readiness activities
* Producing customer-facing incident summaries and internal knowledge base articles after each major resolution Core Responsibilities
1. Engineering Liaison & Escalation Management
* Act as the primary conduit between on-site support teams and BU engineering - translating field observations into well-structured defect reports, feature requests, and technical requirements
* Own escalations that have exceeded Level 3 resolution capacity; lead hands-on technical investigation and drive closure
* Participate in engineering standups, triage calls, and sprint reviews to represent field and customer priorities
* Validate engineering fixes, patches, and product updates in customer environments before production rollout
2. Deep Technical Troubleshooting (Hands-On)
* Lead in-depth, hands-on diagnostics directly on the full infrastructure stack using log analysis, and service-level debugging:
* Virtualization: VMware ESXi, vCenter, vSAN, NSX - and KVM/libvirt (like Morpheus VM Essentials )
* Containers & Orchestration:
Kubernetes (pod networking, persistent storage, ingress, cluster lifecycle)
* Operating Systems:
Linux (kernel, systemd, storage subsystems, networking - primary platform) and Windows Server (AD, DNS, Group Policy)
* Networking: TCP/IP, VLANs, routing protocols, overlay networks (VXLAN), load balancers, firewalls, east-west datacenter traffic
* Cloud/Hybrid: AWS, Azure, GCP integration with on-premises Private Cloud environments
* Identify root causes for recurring issues; architect permanent resolutions and drive systemic fixes through engineering
3. Observability, Monitoring & Operational Tooling
* Work within platform monitoring and alerting; manage and triage incidents routed through ITOM/ITSM
* Identify gaps in dashboards, alerting thresholds, and operational visibility; write Jira tickets and requirements to drive improvements through the engineering team
* Contribute to the continuous improvement of observability tooling so day-two field teams can detect and respond to incidents faster and with greater independence
4. Field Team Enablement & Training
* Train and enable a managed services team of field engineers - producing runbooks, delivering technical walkthroughs, and building their operational readiness
* Develop platform onboarding materials, standard operating procedures, and troubleshooting guides for field consumption
* Be a force multiplier: success means the field team escalates less over time, not more
5. Federal…