Technical Support Engineer - Federal

Armis Security • Baltimore, MD

14h • $100,000 - $110,000 • Hybrid

About The Position

Armis is seeking a skilled and independent Technical Support Engineer to join our Federal Support team. The Technical Support Team is at the heart of ensuring clients use Armis products effectively. Supporting our customers to solve their challenging technical security problems is critical to achieving our mission. In this role, you will move beyond entry-level triage to independently resolve moderate-to-complex technical issues. You will work hand in hand with Operations, R&D, Solution Architects, Product, and Customer Success teams to ensure seamless deployment and ongoing development for our federal customers. This position requires a balance of speed and quality, ensuring SLAs are met while maintaining a high standard of accuracy.

Requirements

• Experience: 2–4 years of experience in technical support, systems engineering, or IT.
• Education: Bachelor’s degree in Computer Science, IT, or equivalent work experience.
• Technical Skills: Strong product knowledge in at least one domain with the ability to troubleshoot environment-specific issues like agent deployment and proxy settings. Proficiency in composing SQL queries and working with Docker/Kubernetes-based environments. Demonstrated technical networking knowledge in TCP/IP and basic Linux support.
• Problem Solving: Proven ability to use logs, tools, and analysis to resolve complex cases independently.
• Citizenship: Must be a US Citizen residing on US soil to meet federal handling requirements.

Responsibilities

• Case Resolution: Independently resolve moderate-complexity cases using deep product expertise, logs, and diagnostic tools. Analyze how different product modules interact to isolate issues.
• Customer Engagement: Manage expectations with professionalism and communicate clearly under pressure. Translate technical jargon into clear business impact statements for federal stakeholders.
• Collaboration: Partner cross-functionally with engineering and product teams to resolve issues, ensuring they are tracked in alignment with SLAs.
• Knowledge Sharing: Drive results beyond your own caseload by authoring clear Knowledge Base (KB) entries and identifying process improvements to enhance team efficiency.
• Federal Support: Handle standard and moderately complex cases specific to government clients, ensuring compliance with federal service level requirements.

Benefits

• Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level