Technical Services Engineer - Federal

Senior Technical Services Engineer (Federal)

US East Coast

The company is leading a paradigm shift in how data is stored, managed, and processed in the cloud and AI era. We are a pre-IPO, growth-stage company on a hyper-growth trajectory that has raised over $275M in capital and is backed by dozens of world-class venture capital and strategic investors.

Our flagship product, the company® NeuralMesh, is a software-based, hybrid cloud solution transforming stagnant legacy data silos into dynamic data pipelines that power GPUs efficiently and fuel performance-intensive workloads like generative AI and machine learning seamlessly and sustainably.

We’re passionate about helping our customers overcome complex data management challenges to accelerate their innovation and help grow their businesses. If you share our passion, we invite you to join us on this exciting journey.

Summary

As a Senior Technical Services Engineer (TSE) on the company's Federal team, you own post-sales technical support for our government and special programs customers, from first report through resolution. You work across the entire customer solution: GPU and compute servers, clients, the network fabric, the company NeuralMesh, and government cloud infrastructure. When an issue needs deeper engineering, you partner with Global Resolution Engineering (GRE) and hand off evidence that Development can act on.

Federal coverage: many of these environments are classified or air gapped, with no remote telemetry, no remote sessions, and diagnostic data that cannot leave the site. You are often the only the company engineer who can see the cluster, so you diagnose on site, collect what the wider team needs within the customer's security rules, and keep the customer informed at every step.

Responsibilities

• Own customer cases end to end for federal and special programs accounts: triage, troubleshooting, customer communication, and closure

• Analyze the complete solution stack (application, GPU and compute, client, network fabric, storage, cloud) to isolate root cause across component and vendor boundaries

• Work on site and inside customer secure facilities (SCIFs) when remote access is not permitted, including during critical incidents

• Collect, review, and sanitize diagnostics in air gapped and classified environments, following customer security requirements and approved release procedures

• Escalate to Global Resolution Engineering (GRE) with reproduction steps, evidence, and a root cause hypothesis, and remain the customer facing owner while the escalation is worked

• Manage hardware replacement under federal media handling rules, including drive retention and sanitization requirements

• Install, upgrade, and maintain the company in hardened environments: SELinux, DISA STIG, FIPS 140-3, and Risk Management Framework (RMF) controls

• Author and maintain Knowledge Base (KB) articles, internal and customer facing, including federal specific procedures

• Turn recurring issues into product and process improvements: feedback to Development on supportability, documentation, and federal deployment requirements

• Provide technical support for federal pre-sales engineers, partners, and resellers

• Participate in on-call rotations for government and special programs customers, which can include nights, weekends, and company holidays

• Regional and domestic travel required

Required Skills

• Systems thinking: the ability to reason about how a change in one layer (network, kernel, storage, application) shows up as a symptom in another

• Strong Linux expertise: RHEL and Ubuntu administration, kernel, networking, storage, and drivers

• Experience with distributed storage or parallel file systems

• High performance networking: RDMA, RoCE, InfiniBand, Ethernet

• Debugging: log and core dump analysis, perf, gdb, and structured fault isolation in multi-vendor environments

• Performance analysis: forming a hypothesis from metrics, then proving or disproving it with data

• Systems provisioning and administration in classified environments, including SELinux, STIG, and RMF

• Clear communication with audiences ranging from a mission owner to the company developer

• Strong sense of ownership and urgency

• Experience with GPU and AI workloads, GPUDirect Storage, and NVIDIA DGX or SuperPOD environments is a plus

• Experience with government cloud (AWS GovCloud, Azure Government), Kubernetes, containerization, and virtualization is a plus

• Knowledge of NFS, SMB, and S3 protocols, DPDK, UCX, and automation tools (Python, Bash, Ansible, Terraform) is a plus

Minimum Qualifications (Education & Experience)

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience)

• 10+ years in customer facing technical support, sustaining engineering, or systems engineering for Linux-based enterprise infrastructure

• Proven track record of resolving complex issues in distributed systems

• Strong technical writing: case notes, KB articles, and customer communication

• Experience working directly with customers during critical, high visibility incidents

• Experience partnering with engineering teams on defect resolution, including reproduction and root cause evidence

• Excellent written and spoken English

• Willingness to work flexible hours, on-call, and on site in customer secure facilities

• US citizenship

• Active TS/SCI clearance

• Current DoD 8140 qualifying certification: Security+ CE, CISSP Associate, or CISSP