Senior Service Delivery & Support Engineer

• 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.

• 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.

• 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.

• Become a dependable senior technical owner for APS backup, recovery, implementation, and escalated customer support.
• Rapidly reach expert operational proficiency with the APS Rubrik environment and related service architecture.
• Reduce dependency on individual team members by building repeatable procedures, runbooks, cross-training, and documented operational knowledge.
• Resolve complex incidents and recovery problems with disciplined technical analysis and clear customer communication.
• Improve implementation quality, handoff consistency, support responsiveness, and evidence quality as customer volume grows.
• Provide senior backup coverage for critical service-delivery functions and help develop other team members.
• Grow into the Service Delivery and Customer Support Lead as the organization adds additional implementation and support personnel.

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401K program with company matching.
• Generous paid time off and flexible working arrangements.
• Professional development opportunities and support for certifications.
• A dynamic, inclusive, and collaborative work environment.