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Technical Support Engineer, Federal

Hitachi Washington, DC 🇺🇸 Remote

Washington, DC

Today

$70k - $85k/yr Full time Customer Support Federal Fibre Channel

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Job Description

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.

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