Technical Support Engineer

Description About Us At Versa Networks, we're revolutionizing the way businesses connect, secure, and optimize their networks. Our mission is to secure anywhere, anytime access to anything. As a leader in Secure SD-WAN, SSE (Secure Service Edge), SASE (Secure Access Service Edge) and Next-generation Managed Services, we are empowering organizations across the globe to transform their IT infrastructure for the modern cloud era. Our innovative products enable enterprises to deliver a seamless, scalable, and secure digital experience, no matter where their users, devices, or applications are located. Founded by industry veterans and backed by premier venture capital firms, Versa is a market leader driving innovation and growth as it positions itself for a future IPO. We believe in fostering a culture of innovation, collaboration, and customer success. Our team is comprised of passionate, forward-thinking professionals dedicated to driving the future of networking technology. We encourage creativity, offer opportunities for growth, and provide a dynamic environment where our people can thrive and make an impact. At Versa Networks, we don’t just build products – we build relationships, elevate businesses, and shape the digital future. Join us and be part of a fast-paced, cutting-edge company that's making a real difference in how the world connects and communicates. Job Summary We are seeking a Technical Support Engineer – Federal Customers to provide advanced technical assistance, troubleshooting, and escalation support for Versa products deployed in U.S. government agencies. The candidate must be a U.S. citizen and comfortable working in high-security, compliance-driven environments. This role requires deep technical expertise in networking, cybersecurity, SD-WAN, and SD-LAN technologies, as well as excellent communication skills to support mission-critical federal environments. Responsibilities Provide Tier-2/Tier-3 technical support for federal customers using Versa SASE, SSE, SD-WAN, and SD-LAN solutions. Troubleshoot complex networking, routing, switching, security policies, and cloud integration issues. Serve as a technical liaison between federal customers and Versa engineering teams. Document root cause analysis (RCA), workarounds, and permanent fixes. Support federal compliance requirements (e.g., FedRAMP, FIPS, NIST frameworks). Participate in on-call rotation to ensure 24x7 coverage for critical government customers. Develop and maintain knowledge base articles and technical documentation for federal use cases. Collaborate with product management and engineering to drive product improvements based on customer feedback. Qualifications U.S. Citizenship required (ability to obtain a federal security clearance preferred). 5+ years in technical support, TAC, or network/security engineering roles. Strong expertise in: Networking: TCP/IP, BGP, OSPF, MPLS, VPNs Security: Firewalls, IPS/IDS, Zero Trust, SSL/IPSec Enterprise Networking: SD-WAN, SD-LAN (switching, LAN segmentation, wired/wireless integration) Cloud & Virtualization: AWS, Azure, VMware, containers/K8s a plus Experience supporting federal government customers or regulated environments strongly preferred. Excellent troubleshooting, log analysis, and packet-level debugging skills. Strong written and verbal communication skills for customer-facing support. Industry certifications (CCNP, CCIE, CISSP, PCNSE, or equivalent) a plus. Location: U.S (Remote or On-site as required) *Applicants must be authorized to work in the United States Clearance: U.S Citizenship required (Security clearance is a plus) The pay range for this position at commencement of employment in California, Washington, or New York City is expected in the range of $175,000 to $260,000. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs. Why Versa? At Versa Networks, we believe in taking care of our people – both professionally and personally. We offer a comprehensive benefits package designed to support the well-being, growth, and work-life balance of our employees. When you join our team, you can expect: Competitive Salary & Incentives: We offer a competitive compensation package with and pre-IPO equity to reward your hard work and dedication. Health & Wellness: Comprehensive medical, dental, and vision insurance plans to ensure you and your family stay healthy and covered. Paid Time Off (PTO): Enjoy a generous PTO policy that includes vacation days, sick leave, and paid holidays to recharge and take care of personal matters. Flexible Work Environment: We understand the importance of work-life balance. Enjoy the flexibility of remote work, and hybrid option to create the work schedule that works best for you. Professional Development: We believe in continuous learning. Access to training, certifications, and educational resources to help you grow in your career and stay ahead of industry trends. Employee Recognition: We celebrate achievements both big and small, with regular recognition programs and awards that highlight your contributions to our collective success. Collaborative Culture: Be part of a dynamic, inclusive, and supportive team where innovation and collaboration are at the heart of everything we do. Parental Leave: Generous parental leave policies to support you during life's important moments. At Versa Networks, our benefits are designed to help you thrive both inside and outside the office. Join us and experience a rewarding, fulfilling career in a supportive environment that values your health, happiness, and success. Versa Networks is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.