Support Engineer - U.S. Public Sector

About the Job: The successful Support Engineer candidate will have a very strong technical foundation enhanced by a clear devotion to serving and satisfying customers. This position is a core member of the world-wide Customer Engineering Technical Support Org, which is tasked with customer delivery, including triage and support of customer cases. The Support Engineer deploys and configures large, complex clustered systems. Team members also work closely with each other and cross-functionally. Active United States Top Secret Security Clearance in good standing required, TS/SCI preferred. You may be asked to provide proof of current clearance status. Responsibilities: Excel at working directly with customers to plan, implement, and maintain production deployments. Use a systematic approach to proficiently troubleshoot, identify problems, and resolve technical issues requiring understanding of RHEL/CentOS and the components of the Dtex “big-data analytics” system, including ElasticSearch and OpenSearch. Troubleshoot endpoint deployments across diverse operating systems (Windows, macOS, Linux), including resolving agent installation failures, connectivity issues, upgrade problems, and configuration errors in enterprise environments. Conduct basic training of the DTEX Kibana-based UI, including end-user and admin features as appropriate, to customers. Duplicate issues (individually or with QA) to identify bugs, interoperability issues, feature enhancements, and workarounds. Work well individually, as well as in teams that may include members from Sales and Engineering, in addition to Customer Engineering colleagues. Maintain individual (virtual) test environment to stay up-to-date with the new product features and to validate procedures prior to use on customer systems. Working with or in large, complex enterprise, financial or government environments. Knowledge of Insider Risk Management (IRM), Insider Threat, User & Entity Behavior Analysis (UEBA) space Experience in security, operations, project or account management, system administration Qualifications: Active United States Top Secret Security Clearance is required. 7+ years experience in a technical, customer-facing, problem-solving role. 3-5 years of experience in network / systems administration experience strongly preferred. 2+ years as an L2 Technical Support Engineer, Linux System Administrator, NOC Engineer, DevOps Engineer, and/or Developer of applications on clustered Linux servers. Linux system administration experience covering operating system proficiency, command-line expertise, networking, system security, storage management, scripting and automation, virtualization and cloud computing, monitoring and logging. Prefer understanding of databases, e.g. ElasticSearch, OpenSearch, PostgreSQL Experience in large, clustered, enterprise software deployment, configuration, and maintenance with knowledge of Web Applications, secure communications, clustered data bases. Experience with endpoint deployments and troubleshooting on Windows desktop and server platforms; macOS and Linux endpoint experience is a strong plus. Involves agent diagnostics and configurations in enterprise-scale environments. Knowledge of system performance elements in applications running in clustered Linux environments. Excellent communication (written and verbal) skills, both internally and externally. Excellent time management skills and strong sense of urgency. BS / MS Computer Science or related engineering discipline Technical support experience strongly preferred Deep understanding of any of RHEL/CentOS, Apache, Elasticsearch, OpenSearch, Kibana, complex distributed computing, data flow statistics, system monitoring Fundamental knowledge of Security Information and Event Management (SIEM) experience Experience working in different server environments, e.g. virtual machines, AWS environment, physical servers Security domain knowledge Ability to travel within the United States and work remotely at a customer SCIF We take good care of our people. Our benefits include: Fully remote company Comprehensive health, vision, and dental coverage Flexible time off Company computer hardware of your choice Work from home setup reimbursement Wellness perks including access to mental healthcare, gym discounts and personal care concierge Virtual events, happy hours, trivia, and fun Monthly Internet & Phone Reimbursement Opportunities to learn and grow About DTEX DTEX is the leader in risk-adaptive security, unifying human, data, and AI risk through a behavioral intelligence platform. Built for enterprise scale, DTEX detects threats early and prevents breaches before they impact the business. By analyzing how people, data, and AI systems interact, DTEX surfaces early indicators of risk that other tools miss and provides the context needed to act with precision. The platform brings together insider risk management, risk-adaptive data protection, user and entity behavior analytics, user activity monitoring, and AI risk management into a single, cohesive solution. Organizations and governments worldwide rely on DTEX to protect sensitive data, enable secure innovation, and safeguard trust. With privacy-by-design telemetry and adaptive controls, security teams can reduce risk without disrupting productivity. Joining DTEX means working on some of the most complex and high-impact security challenges facing enterprises today. DTEX is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, national origin, age, disability, or genetics. DTEX is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, national origin, age, disability, or genetics. Exact compensation may vary based on skills, experience, and location. Base salary range (SF Bay Area): $150K-190K