Support Engineer - U.S. Public Sector

About the Job:

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.

• 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 Open Search 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.

• 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 Open Search, 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.

• Security domain…