Principal Product Support Engineer - REMOTE

Bachelor’s degree in a technical field or equivalent experience. US Citizenship with active Secret clearance. 10+ years in IT support, cloud architecture, or related areas. Industry-recognized certifications (e.g., CompTIA Security+, AWS Certified). Advanced knowledge of cloud-native technologies and containerization. Strong understanding of networking and data management.

Serve as the top-tier escalation point for challenging technical issues. Lead troubleshooting across multi-cloud, virtualization, and infrastructure platforms. Collaborate with engineering teams for resolution of high-impact issues. Analyze and architect solutions for recurring customer issues. Mentor and guide technical support engineers. Engage with federal customer stakeholders to deliver innovative solutions. Define and improve operational processes for cloud service delivery. Monitor and optimize system performance and reliability.