Technical Support Engineer, Federal

Hitachi Federal is hiring a Technical Support Engineer to deliver first-level technical support to federal government customers. In this remote Washington, DC-based role, you will help investigate alerts, troubleshoot enterprise storage and related infrastructure issues, and coordinate with engineering teams to protect reliability and performance in mission-critical environments.

You will serve as the first point of contact for technical incidents, performing Level 1 triage and diagnostics while maintaining clear communication and accurate case documentation throughout the ticket lifecycle.

Responsibilities

• Act as the first point of contact for federal customers experiencing technical issues with enterprise storage systems and related infrastructure.
• Receive, document, categorize, and prioritize technical support incidents and service requests.
• Perform Level 1 troubleshooting using established procedures, diagnostic tools, and technical knowledge resources.
• Investigate basic hardware, software, system performance, and connectivity issues involving enterprise storage arrays and disk drives.
• Investigate basic hardware, software, system performance, and connectivity issues involving storage controllers and power supplies.
• Investigate basic hardware, software, system performance, and connectivity issues involving network connectivity and switching.
• Investigate basic hardware, software, system performance, and connectivity issues involving Fibre Channel and iSCSI connectivity.
• Investigate basic hardware, software, system performance, and connectivity issues involving SAN and NAS environments.
• Investigate system alerts, alarms, and event logs, including collecting relevant details to support diagnosis.
• Collect and analyze system information, logs, error messages, and configuration details to identify and resolve issues.
• Follow documented troubleshooting workflows and service-level agreements (SLAs) for timely response, escalation, and resolution.
• Provide responsive, professional technical support while maintaining a positive customer experience.
• Communicate technical information clearly and effectively to customers with varying technical expertise.
• Maintain accurate, detailed case documentation throughout the support ticket lifecycle.
• Provide timely customer updates and follow through on open issues until resolution.
• Collaborate with Level 2 and Level 3 engineering teams to troubleshoot and escalate complex technical issues.
• Share technical knowledge, improve processes, and strengthen overall team effectiveness.
• Identify recurring technical issues and communicate trends or potential improvements to engineering and support teams.
• Contribute to the development and improvement of troubleshooting procedures and technical knowledge resources.
• Participate in ongoing technical training, knowledge-sharing sessions, and professional development opportunities.
• Build expertise in enterprise storage, networking, and infrastructure technologies to support continued career growth.

Requirements

• U.S. citizenship is required to support federal customer environments.
• Foundational knowledge of IT systems, hardware, networking, or technical troubleshooting.
• Strong analytical, critical-thinking, and problem-solving skills.
• Excellent written and verbal communication skills, with a commitment to exceptional customer support.
• Ability to manage multiple technical issues, prioritize competing requests, and maintain accurate documentation.
• Strong attention to detail and ability to follow established technical procedures.
• Ability to work independently in a remote environment while collaborating effectively with a distributed team.
• Demonstrated curiosity, adaptability, and willingness to learn new technologies.
• Availability to work an assigned shift within a 24/7/365 support operation, including potential weekends and holidays.
• Relevant technical education, certifications, military technical training, or equivalent practical experience.

Technologies

• Fibre Channel
• iSCSI
• SAN
• NAS
• Windows
• Linux
• UNIX
• VMware
• Cisco
• Broadcom

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• 401(k) Retirement Savings Plan with Company Match
• Company-Paid Life and Disability Insurance
• Flexible Paid Time Off and Company Holidays
• Employee Assistance Program (EAP)
• Employee Stock Purchase Plan (ESPP)
• Professional Development and Training Opportunities
• Wellness and Employee Recognition Programs
• Opportunity to work on industry-leading mission-centric technologies
• A collaborative and inclusive workplace culture
• Competitive salary and benefits packages

Preferred Qualifications

• Experience or familiarity with enterprise storage technologies such as block storage, NAS, or SAN (beneficial but not required).
• Experience or familiarity with Windows, Linux, UNIX, or other enterprise operating systems (beneficial but not required).
• Experience or familiarity with server hardware, computing platforms, or data center infrastructure (beneficial but not required).
• Experience or familiarity with networking fundamentals, TCP/IP, Fibre Channel, and iSCSI (beneficial but not required).
• Experience or familiarity with VMware or other virtualization technologies (beneficial but not required).
• Experience or familiarity with Cisco or Broadcom networking and switching technologies (beneficial but not required).
• Experience or familiarity with cloud storage concepts and infrastructure (beneficial but not required).
• Experience or familiarity with technical support ticketing systems and incident management practices (beneficial but not required).
• Experience or familiarity with a technical support center, service desk, NOC, or enterprise IT environment (beneficial but not required).
• Experience or familiarity with industry certifications such as CompTIA A+, Network+, Server+, or relevant vendor-specific certifications (beneficial but not required).
• Experience or familiarity with supporting government customers or regulated technology environments (beneficial but not required).

Compensation

• Expected Hiring Range: $70,000 to $85,000 annually.
• This position may be eligible for Hitachi Federal’s annual incentive (bonus) program, where applicable, per company policies and plan provisions.

Federal Contractor Statement

• As a federal contractor, Hitachi Federal complies with all applicable federal contractor requirements, including equal employment opportunity and affirmative action obligations.
• Certain positions may require U.S. citizenship, the ability to obtain and maintain a U.S. Government security clearance, or other government eligibility requirements.
• Applicants who require reasonable accommodation during the application or interview process should notify the People & Culture team.