Federal Customer Support Engineer

Compensation: $90,000-115,000/year

Team & Position Details: 

As a Federal Customer Support Engineer, you will be reporting to the Senior Director of Customer Support.

Your responsibilities will include:

Customer Support & Troubleshooting

• • Act as a primary support resource for federal customers, troubleshooting Virtru’s data-centric security solutions in hybrid and multi-cloud environments.
  • Partner with Deployment Engineers and Customer Success Managers (CSMs) to resolve issues efficiently in testing and production environments.
  • Diagnose misconfigurations in .yaml files, ensuring seamless encryption workflows.
  • Understand and troubleshoot attribute-based access control (ABAC) impacts on encryption services in complex federal deployments.

Microsoft & Secure Collaboration Expertise

• • Provide deep technical knowledge in Microsoft, ideally with experience supporting Microsoft Exchange, SharePoint, and/or Windows desktop environments in the Federal space.
  • Provide deep technical knowledge in Microsoft, ideally with experience supporting Microsoft Exchange, SharePoint, and/or Windows desktop environments in the Federal space.
  • Assist in Active Directory integrations for secure authentication and data access.
  • Guide clients in air-gapped and constrained environments, ensuring compliance with mission-critical security standards.

Technical Documentation & Process Improvement

• • Become an expert on the DSP and the products built on top of it.
  • Develop and refine internal and external documentation, enabling customers to troubleshoot and maintain their secure environments.
  • Create training materials to educate federal clients and internal support teams.
  • Identify and implement process improvements to enhance the efficiency of customer support operations.

Skills that will help you thrive in this role: 

• 5+ years of experience supporting products in Microsoft Exchange, SharePoint, and/or Windows desktop environments
• 3+ years of experience troubleshooting hybrid and multi-cloud environments. 
• Awareness of how government and DoD networks and systems work.
• Customer-Focused: Dedicated to enabling federal teams with secure data-sharing capabilities.
• Innovative Problem Solver: Able to troubleshoot in denied, degraded, intermittent, or limited (DDIL) environments.
• Effective Communicator: Capable of translating complex technical concepts into clear, actionable insights.
• Collaborative Partner: Works seamlessly across cross-functional and coalition teams.

• Certifications: CKAD, CCNA, Security+
• Cloud: AWS Certified Solutions Architect or Microsoft Certified: Azure Solutions Architect Expert.
• Zero Trust: Familiarity with OpenTDF.io, attribute-based access control systems, zero trust architecture (ZTA), and end-to-end encryption.
• Experience with GitHub
• Familiarity with YAML files and Helm charts
• Experience using tools like Terraform, Kubernetes, AWS, and/or Azure

Virtruvian qualities that will set you up for success:

• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including slack, email, zoom, etc.

Perks & Benefits:

At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…

• A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge. 
• A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
• Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
• Access to an Employee Assistance Program
• Access to Headspace, a mental health app tailored to your specific needs.
• A flat 3% contribution to your retirement account
• A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.

In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority. 

Additional perks include: 

• Competitive compensation
• Generous parental, medical, and bereavement policies
• 401K contribution and stock options
• Full medical, dental, and vision benefits
• New Hire Swag and IT Welcome boxes
• Structured semi-annual 360° performance reviews

Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.