Role Description We are seeking a Technical Support Engineer – Federal Customers to provide advanced technical assistance, troubleshooting, and escalation support for Versa products deployed in U.S. government agencies. The candidate must be a U.S. citizen and comfortable working in high-security, compliance-driven environments. This role requires deep technical expertise in networking, cybersecurity, SD-WAN, and SD-LAN technologies, as well as excellent communication skills to support mission-critical federal environments. Responsibilities - Provide Tier-2/Tier-3 technical support for federal customers using Versa SASE, SSE, SD-WAN, and SD-LAN solutions. - Troubleshoot complex networking, routing, switching, security policies, and cloud integration issues. - Serve as a technical liaison between federal customers and Versa engineering teams. - Document root cause analysis (RCA), workarounds, and permanent fixes. - Support federal compliance requirements (e.g., FedRAMP, FIPS, NIST frameworks). - Participate in on-call rotation to ensure 24x7 coverage for critical government customers. - Develop and maintain knowledge base articles and technical documentation for federal use cases. - Collaborate with product management and engineering to drive product improvements based on customer feedback. Qualifications - U.S. Citizenship required (ability to obtain a federal security clearance preferred). - 5+ years in technical support, TAC, or network/security engineering roles. - Strong expertise in: - Networking: TCP/IP, BGP, OSPF, MPLS, VPNs - Security: Firewalls, IPS/IDS, Zero Trust, SSL/IPSec - Enterprise Networking: SD-WAN, SD-LAN (switching, LAN segmentation, wired/wireless integration) - Cloud & Virtualization: AWS, Azure, VMware, containers/K8s a plus - Experience supporting federal government customers or regulated environments strongly preferred. - Excellent troubleshooting, log analysis, and packet-level debugging skills. - Strong written and verbal communication skills for customer-facing support. - Industry certifications (CCNP, CCIE, CISSP, PCNSE, or equivalent) a plus. Requirements - Location: U.S (Remote or On-site as required) - Applicants must be authorized to work in the United States - Clearance: U.S Citizenship required (Security clearance is a plus) - The pay range for this position at commencement of employment in California, Washington, or New York City is expected in the range of $175,000 to $260,000. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs. Benefits - Competitive Salary & Incentives: We offer a competitive compensation package with pre-IPO equity to reward your hard work and dedication. - Health & Wellness: Comprehensive medical, dental, and vision insurance plans to ensure you and your family stay healthy and covered. - Paid Time Off (PTO): Enjoy a generous PTO policy that includes vacation days, sick leave, and paid holidays to recharge and take care of personal matters. - Flexible Work Environment: We understand the importance of work-life balance. Enjoy the flexibility of remote work, and hybrid option to create the work schedule that works best for you. - Professional Development: We believe in continuous learning. Access to training, certifications, and educational resources to help you grow in your career and stay ahead of industry trends. - Employee Recognition: We celebrate achievements both big and small, with regular recognition programs and awards that highlight your contributions to our collective success. - Collaborative Culture: Be part of a dynamic, inclusive, and supportive team where innovation and collaboration are at the heart of everything we do. - Parental Leave: Generous parental leave policies to support you during life's important moments.