Federal Product Support Engineer - Dallas, TX, OKC, OK, Houston, TX, AL- Secret

Federal Principal Product Support Engineer needed for a Direct-Hire opportunity with SOC’s client to work hybrid onsite in Oklahoma City, OK, Dallas or Houston, TX or Montgomery, AL.** Active Secret Clearance is required for this position**Job Description: Role nature: This is a senior field-engineering position, not a traditional support or escalation-management role. You will work hands-on across the full infrastructure stack — from bare metal and hypervisors to networking, containerized workloads, and application-layer issues. Technical depth across multiple layers of the stack is a core requirement; you will be expected to access nodes directly, review system logs, and diagnose live production environments.How escalations work: You serve as the primary engineering escalation point for on-site support teams. When a field team surfaces a vague symptom “this service isn't responding" — you take ownership: filter the noise, reproduce and isolate the root cause, and deliver a structured defect report with clear reproduction steps that product engineers can act on immediately. You will drive permanent fixes, contribute to product improvements, and keep customers' Private Cloud Enterprise environments operational and secure. US Citizenship requiredWhat You’ll Actually DoA typical week in this role involves:Receiving escalations from on-site Level 1–3 teams, triaging root cause hands-on, and owning the technical path to resolution across the full infrastructure stack — spanning bare metal, hypervisor, networking, and application layers — using direct access to production environments, log analysis, and service-level debuggingEngaging directly with engineers: writing structured defect reports with reproduction steps, attending engineering triage calls, and validating patches in customer environments before broader rolloutTranslating field-observed symptoms into actionable technical requirements for product and engineering teams — filtering noise from vague customer complaints into precise, reproducible problem statementsTraining and enabling a managed services team field engineers who are new to the PCE platform — producing runbooks, leading technical walkthroughs, and building their operational confidenceMonitoring customer environments; triaging alerts and contributing to dashboard and observability improvementsConducting on-site work at customer locationsHardening environments to DISA STIG requirements and supporting audit readiness activitiesProducing customer-facing incident summaries and internal knowledge base articles after each major resolution Core Responsibilities1. Engineering Liaison & Escalation ManagementAct as the primary conduit between on-site support teams and BU engineering — translating field observations into well-structured defect reports, feature requests, and technical requirementsOwn escalations that have exceeded Level 3 resolution capacity; lead hands-on technical investigation and drive closureParticipate in engineering standups, triage calls, and sprint reviews to represent field and customer prioritiesValidate engineering fixes, patches, and product updates in customer environments before production rollout2. Deep Technical Troubleshooting (Hands-On)Lead in-depth, hands-on diagnostics directly on the full infrastructure stack using log analysis, and service-level debugging:Virtualization: VMware ESXi, vCenter, vSAN, NSX — and KVM/libvirt (like Morpheus VM Essentials)Containers & Orchestration: Kubernetes (pod networking, persistent storage, ingress, cluster lifecycle)Operating Systems: Linux (kernel, systemd, storage subsystems, networking — primary platform) and Windows Server (AD, DNS, Group Policy)Networking: TCP/IP, VLANs, routing protocols, overlay networks (VXLAN), load balancers, firewalls, east-west datacenter trafficCloud/Hybrid: AWS, Azure, GCP integration with on-premises Private Cloud environmentsIdentify root causes for recurring issues; architect permanent resolutions and drive systemic fixes through engineering3. Observability, Monitoring & Operational ToolingWork within platform monitoring and alerting; manage and triage incidents routed through ITOM/ITSMIdentify gaps in dashboards, alerting thresholds, and operational visibility; write Jira tickets and requirements to drive improvements through the engineering teamContribute to the continuous improvement of observability tooling so day-two field teams can detect and respond to incidents faster and with greater independence4. Field Team Enablement & TrainingTrain and enable a managed services team of field engineers — producing runbooks, delivering technical walkthroughs, and building their operational readinessDevelop platform onboarding materials, standard operating procedures, and troubleshooting guides for field consumptionBe a force multiplier: success means the field team escalates less over time, not more5. Federal Compliance & SecurityLead DISA STIG compliance efforts — implementation, verification, and documentationSupport system hardening, audit preparation, and continuous compliance monitoring for federal customer environmentsApply security best practices across all supported platforms and ensure configurations meet federal standards6. Technical Requirements & Product ImprovementDocument and communicate product gaps, field-observed defects, and enhancement opportunities to product management and BU teamsDevelop automation and tooling using DevOps principles, CI/CD pipelines, and Infrastructure as Code where applicableAuthor detailed troubleshooting guides, runbooks, and technical documentation for internal and external use7. Customer Engagement & CommunicationServe as the trusted technical advisor to federal stakeholders — provide clear, accurate communication during incidents and escalationsDeliver executive-readable incident summaries alongside deeply technical root cause analysesBuild and maintain long-term relationships with federal client technical and program teams8. Mentorship & Knowledge TransferGuide and mentor Level 1–3 support engineers; share expertise and ensure best practices are consistently appliedLead knowledge transfer sessions following major resolutions to prevent recurrenceRequired QualificationsU.S. Citizenship (required without exception)Active Secret clearance, or demonstrated ability to obtain one (U.S. citizen with clean background)Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent hands-on experience10+ years of hands-on experience in infrastructure engineering, systems administration, or technical support — with demonstrated depth in at least three of the following domains:VMware (ESXi, vCenter, vSAN, NSX) and/or KVM/libvirt — both are relevant; KVM experience is highly desiredKubernetes and containerized workloads (hands-on cluster operations, not solely architectural review)Linux systems administration and live troubleshooting (Red Hat, Ubuntu, or similar)Enterprise networking (routing, switching, VLANs, overlay networks, load balancing, firewalls)Windows Server in hybrid/AD environmentsHybrid or on-premises cloud infrastructureProven, hands-on troubleshooting experience across the full infrastructure stack — direct access to production environments, log analysis, and live system debugging spanning bare metal, hypervisor, networking, and application layers are daily requirements of this role.Proven experience interfacing between field/support teams and engineering or product organizations, including writing structured defect reportsStrong written communication skills: able to produce engineering-quality defect reports and executive-readable incident summariesExperience with enterprise monitoring/observability platforms (OpsRamp, Prometheus, Grafana, or equivalent) and ITSM ticketing systems (ServiceNow or equivalent) Preferred QualificationsKVM/libvirt hands-on experience, or demonstrated ability to rapidly transition between hypervisor platformsVMware certifications: VCP-DCV, VCAP, or higherCertified Kubernetes Administrator (CKA) or Certified Kubernetes Application Developer (CKAD)Red Hat certifications: RHCSA or RHCECompTIA Security+ or higher (CASP+, CISSP)Cloud certifications (AWS Solutions Architect, Azure Administrator, GCP Associate) — valuable for hybrid environment contextExperience with DISA STIGs, NIST 800-53, or other federal security frameworks in an operational (not solely advisory) capacityExperience supporting federal or DoD programs in a customer-facing technical roleExperience training or enabling large field teams on complex platforms — producing runbooks, SOPs, or leading technical onboarding programsFamiliarity with Private Cloud Enterprise, GreenLake, or Synergy platformsExperience with Infrastructure as Code tooling (Terraform, Ansible) and CI/CD pipelinesData management experience: relational and NoSQL databases, storage architectureSOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability. Note: Any pay ranges displayed are estimations, which may have been provided by job boards. Actual pay is determined by an applicant’s experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply. #INDSOC#DZFEDEstimated Min Rate: $0.00Estimated Max Rate: $0.00Type: Direct HireCategory: Information Technology