Job description

*Candidate must be a US citizen and currently based in the US.

Hitachi Federal is seeking a motivated, customer-focused Technical Support Engineer to join our Federal Engagement and Support Center.

In this role, you'll provide first-level technical support for enterprise storage systems and related infrastructure supporting federal government customers. You'll troubleshoot technical issues, investigate system alerts, collaborate with experienced engineers, and help maintain the reliability and performance of mission-critical technology environments.

This opportunity is ideal for an early-career IT professional who enjoys problem-solving, learning new technologies, and helping customers succeed. Whether you bring experience in technical support, networking, server environments, or foundational IT systems, you'll have the opportunity to expand your knowledge and develop specialized expertise in enterprise infrastructure.

You don't need to know everything on day one. We're looking for someone with strong technical curiosity, a customer-first mindset, and the drive to continuously learn and grow.

KEY RESPONSIBILITIES:

Technical Support & Troubleshooting

• Serve as a 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
  • Storage controllers and power supplies
  • Network connectivity and switching
  • Fibre Channel and iSCSI connectivity
  • SAN and NAS environments
  • System alerts, alarms, and event logs
• Collect and analyze relevant system information, logs, error messages, and configuration details to support issue identification and resolution.
• Follow documented troubleshooting workflows and service-level agreements (SLAs) to ensure timely response and escalation.

Customer Experience & Collaboration

• Deliver responsive, professional technical support while maintaining a positive customer experience.
• Communicate technical information clearly and effectively to customers with varying levels of technical expertise.
• Maintain accurate, detailed case documentation throughout the support ticket lifecycle.
• Provide timely customer updates and follow through on open issues to support resolution.
• Collaborate with Level 2 and Level 3 engineering teams to troubleshoot and escalate complex technical issues.
• Partner with colleagues to share technical knowledge, improve processes, and strengthen overall team effectiveness.

Continuous Learning & Improvement

• 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.

REQUIRED QUALIFICATIONS:

• U.S. citizenship is required to support our 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 delivering 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 our 24/7/365 technical support operation, including potential weekends and holidays.
• Relevant technical education, certifications, military technical training, or equivalent practical experience.

PREFERRED QUALIFICATIONS:

Experience or familiarity with one or more of the following is beneficial but not required:

• Enterprise storage technologies, including block storage, NAS, or SAN.
• Windows, Linux, UNIX, or other enterprise operating systems.
• Server hardware, computing platforms, or data center infrastructure.
• Networking fundamentals, TCP/IP, Fibre Channel, and iSCSI.
• VMware or other virtualization technologies.
• Cisco or Broadcom networking and switching technologies.
• Cloud storage concepts and infrastructure.
• Technical support ticketing systems and incident management practices.
• Experience in a technical support center, service desk, network operations center (NOC), or enterprise IT environment.
• Industry certifications such as CompTIA A+, Network+, Server+, or relevant vendor-specific certifications.
• Previous experience supporting government customers or regulated technology environments.

Why Join US At Hitachi Federal?

Meaningful, Mission-Focused Work

Support enterprise technology environments that help federal agencies operate effectively and advance important government missions.

Opportunities to Learn & Grow

Gain exposure to specialized enterprise storage and infrastructure technologies while learning from experienced technical professionals. Develop skills that can support long-term growth into advanced technical support and engineering roles.

The Best of Both Worlds

Experience the resources and technology expertise of a global organization combined with the collaboration, visibility, and impact of a smaller, agile company.

Collaborative, People First Culture

Join a team that values respect, accountability, knowledge sharing, and continuous improvement. Your contributions matter, and your ideas are welcomed.

Remote Work Flexibility

Work remotely while staying connected to a supportive technical team and contributing to meaningful customer outcomes.

A Commitment to Your Success

We believe in developing our people, recognizing contributions, and creating opportunities for employees to expand their capabilities and build rewarding careers.

WHAT WE OFFER:

• Opportunity to work on industry-leading mission centric technologies.
• A collaborative and inclusive workplace culture.
• Professional development opportunities.
• Competitive salary and benefits packages.

Compensation

Expected Hiring Range: $70,000-85,000 annually

Hitachi Federal is committed to providing equitable, competitive, and market-based compensation. The expected hiring range listed above represents the anticipated salary range for a qualified candidate at the time of posting and has been established in good faith based on the requirements of the position.

Final compensation will be determined based on a variety of job-related factors, including, but not limited to:

• Relevant knowledge, skills, and experience
• Technical expertise and specialized qualifications
• Education, certifications, and professional credentials
• Scope and complexity of prior experience
• Internal equity
• Market data and geographic considerations (where applicable)
• Business needs and budget considerations

This position may also be eligible to participate in Hitachi Federal's annual incentive (bonus) program, where applicable, in accordance with company policies and plan provisions.

Benefits

Hitachi Federal offers a comprehensive and competitive benefits package designed to support the health, well-being, and financial security of our employees and their families. Benefits may include:

• 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

Benefit eligibility and program offerings are subject to the terms and conditions of the applicable plans and company policies.

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.

Equal Employment Opportunity

Hitachi Federal is an Equal Opportunity Employer. We are committed