Senior Service Delivery & Support Engineer

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.

Technical Environment

The role may work with technologies including Rubrik Security Cloud Government, Rubrik backup infrastructure, HPE servers, VMware ESXi/vCenter, pfSense, Fortinet, Cisco, Microsoft Entra ID Government, Keeper Security Government/PAM, Wazuh, Zabbix, CrowdStrike, Salesforce Government Cloud Plus, and other approved APS systems. Exact platform responsibilities will evolve with the service architecture and customer base.

Success in This Role

• 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.

Reporting and Working Relationships

The Senior Service Delivery & Support Engineer operates within the Assured Public Sector team and works closely with Public Sector leadership, Security & Compliance, implementation personnel, Customer Success, Sales, datacenter and infrastructure resources, approved vendors, and customer technical teams. The role is expected to have substantial day-to-day operational autonomy while escalating material security, compliance, customer-impact, and business-risk decisions through the appropriate APS leadership path.

Additional Expectations
Because APS provides managed services to public-sector customers, the position must consistently follow approved access-control, privileged-access, change-management, incident-response, evidence-retention, confidentiality, and customer-authorization practices. The engineer is expected to produce auditable operational records as part of the work rather than reconstructing them after the fact.

What We Offer:

• 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.

At Assured Data Protection we value diversity and inclusivity. We offer perks such as flex holidays, robust 401k plan, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.
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