Senior Service Delivery & Support Engineer

Job Description

Job Description

Position:  Senior Service Delivery & Support Engineer
Location: Herndon, VA (US) - Hybrid (3 days office, 2 remote). This is NOT a remote position. 
Department: Public Sector
Job Type: Full-time

Job Summary:

Assured Public Sector is seeking a DC metro area-based Senior Service Delivery & Support Engineer to serve as a senior technical owner for customer implementation, managed backup and recovery operations, escalated support, and day-to-day service delivery. This role is intended to provide immediate senior-level depth for APS operations and to grow into the Service Delivery and Customer Support Lead as the public-sector team expands.
The ideal candidate is an experienced enterprise backup and recovery engineer who can quickly become highly proficient with Rubrik and operate confidently across customer onboarding, architecture, troubleshooting, recovery, VMware, networking, secure remote administration, and operational documentation. Direct Rubrik experience is strongly preferred; deep experience with comparable enterprise data-protection platforms and the ability to learn Rubrik rapidly may be considered.
This is a hands-on senior engineering role. The successful candidate will be expected to resolve complex technical issues, guide less-experienced team members, establish repeatable service-delivery practices, and help APS scale from a small launch team into a durable managed-services operation.

Key Responsibilities:

Service Delivery and Customer Implementation

• Lead or serve as senior technical owner for onboarding and implementation of APS backup, recovery, and disaster-recovery services.
• Translate customer requirements and sold service scope into an executable implementation plan, technical configuration, validation steps, and operational handoff.
• Lead deployment, configuration, testing, and acceptance of APS-managed customer appliances and related connectivity.
• Coordinate implementation dependencies across customer teams, APS operations, security, vendors, datacenter resources, and internal stakeholders.
• Validate backup protection, retention, recovery, replication, connectivity, monitoring, and operational readiness before service activation.
• Maintain accurate implementation, asset, configuration, support, and customer handoff records.

Rubrik and Data Protection Engineering

• Administer and support Rubrik Security Cloud Government (RSC-G) and APS-managed Rubrik infrastructure.
• Design, configure, review, and troubleshoot SLA Domains, protection policies, backup jobs, replication, archive/copy workflows, recovery operations, and platform integrations as applicable.
• Perform and lead restore, recovery, disaster-recovery test, and cyber-recovery activities.
• Analyze backup failures, performance issues, capacity conditions, connectivity problems, data-protection anomalies, and platform alerts through resolution.
• Maintain secure, supportable, and recoverable configurations across Rubrik and adjacent infrastructure.
• Engage Rubrik or other vendors when escalation is required and retain the technical record of the disposition.

Escalated Support / L4 Engineering

• Serve as the senior escalation point for complex customer and internal technical issues that cannot be resolved through routine support.
• Own high-severity technical troubleshooting from triage through root cause, workaround, remediation, validation, and closure.
• Troubleshoot across backup software, virtualization, operating systems, storage, networking, firewalls, authentication, certificates, and secure remote-access paths.
• Provide expert guidance during backup outages, failed restores, degraded protection, infrastructure failures, and urgent recovery events.
• Create durable troubleshooting notes, runbooks, known-error guidance, and escalation patterns so repeat issues are resolved consistently.

Infrastructure and Platform Operations

• Support APS datacenter and customer-appliance infrastructure, including HPE hardware, VMware ESXi/vCenter, pfSense, network connectivity, and related platform components.
• Assist with or lead lifecycle activities such as patching, firmware/software updates, configuration changes, hardening, health checks, capacity review, and controlled maintenance.
• Use approved privileged-access paths, change-management practices, and logging requirements for administrative work.
• Validate customer-specific connectivity, segmentation, permitted service exposure, and management restrictions in coordination with security and network owners.
• Support infrastructure monitoring and operational alert response using approved APS tools and platform-native telemetry.

Operational Leadership and Team Development

• Help establish the operating cadence, escalation model, handoff standards, and technical quality expectations for APS Service Delivery and Customer Support.
• Mentor and cross-train implementation, support, and security personnel on backup/recovery operations and troubleshooting.
• Provide technical oversight and backup coverage for junior or part-time resources performing customer implementation or support activities.
• Identify repetitive work that should be standardized, automated, documented, or moved into structured Salesforce workflows.
• Contribute to staffing, on-call, support-tier, documentation, and service-readiness practices as the team grows.
• Act as a trusted senior technical representative in customer and internal operational discussions.

Security, Compliance, and Evidence Support

• Execute technical work in accordance with APS security policies, CMMC/NIST SP 800-171 operating requirements, customer obligations, and approved change/access processes.
• Produce and retain configuration, test, change, recovery, access, monitoring, and implementation evidence as part of normal operations.
• Support Security & Compliance with technical validation, live demonstrations, control evidence, remediation, and assessment preparation.
• Participate in incident response, vulnerability remediation, hardening validation, and security-event investigation when the issue touches service-delivery infrastructure.
• Escalate control failures, security risks, unauthorized access, or material configuration deviations rather than treating them as routine support issues.

Qualifications and Experience:

• Significant hands-on experience administering enterprise backup, recovery, disaster-recovery, or data-protection platforms in production environments.
• Senior-level troubleshooting experience across backup software, virtualization, storage, networking, operating systems, and infrastructure services.
• Demonstrated ability to lead complex technical incidents and escalations through resolution.
• Experience with VMware ESXi/vCenter or comparable enterprise virtualization platforms.
• Working knowledge of TCP/IP networking, firewalls, routing, VPN/IPsec, DNS, certificates, authentication, and secure remote administration.
• Experience documenting implementation, change, troubleshooting, recovery, and operational procedures.
• Ability to communicate clearly with customers, engineers, vendors, security personnel, and management during both routine and high-pressure events.
• Ability to operate independently in a small team and make sound technical decisions within established security and change-control requirements.
• U.S. person status and ability to satisfy APS personnel-screening and access requirements applicable to assigned systems and customer environments.

Preferred Qualifications

• Hands-on Rubrik administration and support experience, including Rubrik Security Cloud or Rubrik CDM/RSC environments.
• Rubrik certification or substantial demonstrated Rubrik platform experience.
• Experience with HPE server platforms, VMware clusters, pfSense, Fortinet, Cisco, or comparable infrastructure technologies.
• Experience supporting managed backup services, MSP/MSSP environments, or customer-facing infrastructure operations.
• Experience with disaster-recovery testing, ransomware/cyber-recovery, immutable backup architectures, or recovery orchestration.
• Experience supporting public-sector, Department of Defense, federal, regulated, or CUI-sensitive environments.
• Familiarity with CMMC, NIST SP 800-171, change management, privileged access management, security logging, and evidence-driven operations.
• Experience mentoring technical staff or serving as a team lead, escalation lead, or senior support engineer.