Senior Engineer - Public Sector
About The Position
Lumen is the trusted network for AI. We’re transforming how businesses connect, secure, and scale in an AI-driven world. By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what’s next. At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We’re looking for top-tier talent ready to take on the challenge. Join us in building the future. The Role The Senior Engineer will provide Tier-II level operational and customer support for an existing government managed service. Services are hosted and managed with Cloud Service Provider architecture and requires technical understand of vendor product and cloud services. You will play a central role in responding, coordinating, and resolving issues with a government customer to minimize impact.
Requirements
- Experience with Menlo Security - Secure Enterprise Browser.
- Experience working in Amazon Web Services (AWS) and Google Cloud Platform (GCP) architecture. Familiar with hosting, engineering, and service delivery of capabilities hosted within a cloud service.
- Experience in a service desk support model. Communicating and coordinating with customers and end users to open tickets, resolve problems, and critically think about solutions.
- Experience working for government agencies.
- Strong problem-solving mentality.
- Exceptional verbal and written communication.
- Strong Customer Facing Communication .
- Positive Attitude.
- Ability to work with coworkers and customers to troubleshoot technical problems.
- Candidate must be a US Citizen with an active Department of Defense SECRET clearance.
- Candidate must be DoD 8570 Level II Compliant (Security+).
Nice To Haves
- Security+
Responsibilities
- Create help desk tickets and provide initial acknowledgement to the customer.
- Resolve tickets, communicate resolution to the end user and obtain customer sign-off before closing ticket.
- Perform minor incident management and problem management to resolve problems.
- Triage and route tickets to the appropriate Tier-I, Tier-II, or Tier-III level help desk.
- Analyze, log, and track issues and problem tickets.
- Compile and organizes data for monthly status reports, provide trend analysis and metrics to government based on gathered data.
- Provide tactics, techniques, and procedures for Tiered service desk entities.
- At times, may need to work outside of common business hours in response to customer outages or mission impacts.
- Strong Customer Facing Communication, Problem Solving, Creativity, Attitude.
Benefits
- Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.
- We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
