SASE Operations and Support Engineer

Responsibilities & Qualifications RESPONSIBILITIES Maintain and update Rally/Agile user stories and task boards; ensure team task accuracy and assist members with updates. Monitor remote-access mailbox and triage incoming issues from NOS, Service Desk, and WebFilter teams. Assign or escalate requests to NOS or SASE team members as appropriate. Create and track CHGs, DARTID entries, and ITAs for deployments and operational updates. Follow up on open tasks, CHGs, SMP tickets, and ensure accurate documentation in Rally. Collect and provide GFE client logs, Publisher logs, and PCAPs for investigations. Assist NOS in end-to-end application troubleshooting and support TAC case creation and follow-ups. Run and schedule reports using preconfigured templates for NOS and OCIO requests. Support monthly/quarterly updates for on-premises Publisher connectors and validate internal applications post-update. Monitor UBEA dashboards and escalate abnormal behavior for CyberOps investigation. Review Malware, Malicious Sites, DLP, and credential compromise alerts in Netskope and coordinate with CyberOps. Execute detailed testing scenarios involving SWG, NPA, BWAN, conditional 2FA policies, Okta/SCIM provisioning, GFE access, pre-logon behavior, AVD client, and Generative AI access controls. Validate application behavior across on-premises and off-premises environments. Document test results and provide summary pages for NOS/APR migration assessments. Update SOPs, KBAs, and troubleshooting guides based on team inputs; remove outdated or legacy references (e.g., AnyConnect). Create new KBAs for SDWAN, Private Access, auto-scaling Publisher deployment (AWS/Azure), and Cloud Exchange/WebTx flows. Support the creation and maintenance of SASE network flow diagrams, architecture diagrams, IP assignments, Azure Publisher connectivity, and end-to-end flow documentation. Create Netskope packaging for SCT and enterprise deployment; work with DSSD for MECM packaging and push Phase 0 testing. Coordinate enterprise deployment schedules, create supporting CHGs, DARTIDs, and update deployment reports. Participate in weekly deployment status meetings with prepared updates. Assist in testing and validating migration paths from ADImport to SCIM/Okta provisioning workflows. Document caveats found during testing and coordinate with Netskope for resolution. Maintain documentation of API service account tokens and RBACv3 tokens, including expiration tracking. Coordinate token rotation every 90 days and remove expired or unused tokens. REQUIRED QUALIFICATIONS Active Public Trust or ability to obtain Experience with SASE platforms (e.g., Netskope), ZTNA, SWG, NPA, and cloud security principles. Knowledge of enterprise ticketing, CHG processes, and operational workflows. Ability to collect logs, perform basic troubleshooting, and engage with TAC support. Familiarity with identity platforms such as Active Directory, Okta, SCIM provisioning, and conditional access. Understanding of cloud environments (AWS/Azure) and application publishing concepts. Strong communication skills with ability to coordinate across engineering, NOS, CyberOps, and packaging teams. Ability to produce clear documentation, update KBAs/SOPs, and maintain technical diagrams. PREFERRED QUALIFICATIONS Exposure to MECM packaging workflows. Understanding of network flow diagramming and architecture documentation. Experience with enterprise security dashboards, incident review, and alert tuning. Overview We are seeking a SASE Operations and Support Engineer to join our team. The SASE Operations & Support Engineer is responsible for supporting daily operations, troubleshooting activities, documentation updates, coordination with internal and external technical teams, and executing enterprise processes related to SASE, Zero Trust, remote access, and cloud security services. This role ensures consistent operational performance, accurate reporting, and smooth deployment of SASE-related technologies across the environment. TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com. Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration. Additional Job Information WORK ENVIRONMENT AND PHYSICAL DEMANDS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Location: Alexandria, VA Type of environment: Remote, must be local to DMV area Noise level: Low Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs. Amount of Travel: Less than 10% PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to grip, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. WORK AUTHORIZATION/SECURITY CLEARANCE Citizenship: US Citizen Clearance requirement: Public Trust WAGE INFORMATION Target salary range: $81,000.00 - $110,000.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees. OTHER INFORMATION Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment. Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements. EQUAL EMPLOYMENT OPPORTUNITY In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [email protected] for assistance.