Job description

About the Job: The Support Engineer is a key member of the DTEX Technical Support organization, supporting enterprise and U.S. public sector customers operating complex, mission-critical environments. This role combines deep technical troubleshooting, customer engagement, and deployment support across Linux-based distributed systems deployed in both on-premises and cloud environments. The ideal candidate is a strong problem solver who enjoys working directly with customers and collaborating across Support, Engineering, and Product teams to resolve complex technical challenges. 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, deploy, troubleshoot, and maintain production deployments across on-premises and cloud environments. • Use a systematic approach to troubleshoot, identify, and resolve complex technical issues across Linux-based environments and DTEX platform components, including OpenSearch and Elasticsearch. • Reproduce customer-reported issues independently or in collaboration with Engineering to identify defects, interoperability issues, feature enhancements, and viable workarounds. • Author and maintain technical documentation, runbooks, deployment guides, and operational best practices. • Troubleshoot endpoint deployments across Windows, macOS, and Linux environments, including resolving agent installation failures, connectivity issues, upgrade problems, configuration errors, and interoperability challenges in enterprise environments. • Guide customers through DTEX platform functionality and user interfaces during troubleshooting and issue resolution. • Work independently and collaborate effectively with Technical Support, Engineering, and Sales teams. • Maintain a test environment to validate fixes, reproduce customer issues, and evaluate new product capabilities. Qualifications: Required • Active United States Top Secret Security Clearance is required. • Experience supporting large, complex enterprise and government environments, including highly regulated or security-sensitive deployments. • 7+ years of experience troubleshooting, deploying, and supporting enterprise software solutions in customer-facing environments. • Advanced Linux system administration and troubleshooting experience supporting enterprise and distributed environments. • Background in technical support, systems administration, site reliability, or related roles involving complex troubleshooting and customer-facing problem resolution. • Hands-on troubleshooting and operational support of OpenSearch, Elasticsearch, PostgreSQL, or similar enterprise data platforms. • Demonstrated success deploying, configuring, supporting, and troubleshooting large-scale or clustered enterprise applications and infrastructure. • Experience supporting customer deployments across on-premises, cloud, and government cloud environments. • Ability to evaluate deployment architectures, sizing requirements, and infrastructure configurations for enterprise-scale environments. • Experience supporting endpoint technologies across Windows, macOS, and Linux environments, including agent configuration, diagnostics, and interoperability troubleshooting in enterprise environments. • Excellent written and verbal communication skills, with the ability to engage effectively with customers and technical teams. • Proactive, self-motivated, and able to work independently, take ownership, and drive issues to resolution in a fast-paced environment. • Ability to travel within the United States and provide on-site support in customer SCIFs and other secure or restricted-access environments as required. Preferred • Security domain knowledge, including familiarity with Insider Risk Management (IRM), Insider Threat, User and Entity Behavior Analytics (UEBA), Security Information and Event Management (SIEM), and AI risk management concepts. • Experience leveraging AI tools and technologies in day-to-day technical operations. • Bachelor’s degree in computer science, engineering, or a related technical field, or equivalent practical experience. Why Join Us? • Impact at Scale – Build and lead DTEX’s first sales enablement function, shaping how we scale commercial excellence across the world. • Thriving Company Culture – At DTEX, we foster a values-driven environment that prioritizes respect, inclusion, and collaboration. • Growth & Development – We believe in lifelong learning and provide opportunities for continuous professional development. • Flexibility – Work in a hybrid or remote environment that balances collaboration with autonomy. • Comprehensive Benefits – Competitive compensation, equity participation, health and wellness benefits, and generous time-off policies. 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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Exact compensation may vary based on skills, experience, and location. Base salary range (SF Bay Area): $150K-200K

Requirements

Must-haves

Responsibilities: • Excel at working directly with customers to plan, deploy, troubleshoot, and maintain production deployments across on-premises and cloud environments.
Use a systematic approach to troubleshoot, identify, and resolve complex technical issues across Linux-based environments and DTEX platform components, including OpenSearch and Elasticsearch.
Reproduce customer-reported issues independently or in collaboration with Engineering to identify defects, interoperability issues, feature enhancements, and viable workarounds.
Author and maintain technical documentation, runbooks, deployment guides, and operational best practices.
Guide customers through DTEX platform functionality and user interfaces during troubleshooting and issue resolution.
Work independently and collaborate effectively with Technical Support, Engineering, and Sales teams.
Maintain a test environment to validate fixes, reproduce customer issues, and evaluate new product capabilities.
Required • Active United States Top Secret Security Clearance is required.
Experience supporting large, complex enterprise and government environments, including highly regulated or security-sensitive deployments.
7+ years of experience troubleshooting, deploying, and supporting enterprise software solutions in customer-facing environments.
Advanced Linux system administration and troubleshooting experience supporting enterprise and distributed environments.
Background in technical support, systems administration, site reliability, or related roles involving complex troubleshooting and customer-facing problem resolution.
Hands-on troubleshooting and operational support of OpenSearch, Elasticsearch, PostgreSQL, or similar enterprise data platforms.
Demonstrated success deploying, configuring, supporting, and troubleshooting large-scale or clustered enterprise applications and infrastructure.
Experience supporting customer deployments across on-premises, cloud, and government cloud environments.
Ability to evaluate deployment architectures, sizing requirements, and infrastructure configurations for enterprise-scale environments.
Experience supporting endpoint technologies across Windows, macOS, and Linux environments, including agent configuration, diagnostics, and interoperability troubleshooting in enterprise environments.
Excellent written and verbal communication skills, with the ability to engage effectively with customers and technical teams.
Proactive, self-motivated, and able to work independently, take ownership, and drive issues to resolution in a fast-paced environment.
Ability to travel within the United States and provide on-site support in customer SCIFs and other secure or restricted-access environments as required.
Experience leveraging AI tools and technologies in day-to-day technical operations.
Bachelor’s degree in computer science, engineering, or a related technical field, or equivalent practical experience.
Why Join Us? • Impact at Scale – Build and lead DTEX’s first sales enablement function, shaping how we scale commercial excellence across the world.

Nice-to-haves

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.

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Keywords to mirror

Platform: jazzhr
Effort: medium

Benefits

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Wellness

Professional Development