Tech Support Engineer - Federal

Job Description:

Disclaimer for US-Based Roles: This job requisition is not eligible for employment-based immigration sponsorship by Omnissa  

We are Omnissa

Omnissa is the first AI-driven digital work platform, designed to support flexible, secure, work-from-anywhere experiences. We integrate industry-leading solutions—including Unified Endpoint Management, Virtual Apps and Desktops, Digital Employee Experience, and Security & Compliance—into a seamless, autonomous workspace that adapts to how people work. Our platform enhances employee engagement while optimizing IT operations, security, and costs.

Guided by our Core Values—Act in Alignment, Build Trust, Foster Inclusiveness, Drive Efficiency, and Maximize Customer Value—we are growing rapidly and committed to delivering meaningful impact. If you’re passionate about shaping the future of work, we’d love to hear from you.

What is the Opportunity?

As a Federal Technical Support Engineer at Omnissa, you are passionate about learning new technology and solving complex problems for strategic customers. You will work on the latest technology suite and become an expert in the industry, supporting over 27,000 companies in 100+ countries. In this role, you will join Omnissa’s Federal Support team supporting the Workspace ONE® product suite, helping customers shift their workforce to remote and hybrid models as part of the work-from-anywhere transformation. You’ll thrive in an energetic, creative, and collaborative business environment where continuous learning is encouraged and career growth is supported.

We were targeting hiring a PST shift (12PM-9PM Eastern). 

What You’ll Do

• Learn Omnissa Workspace ONE® technology and assist customers in troubleshooting and overcoming operational challenges.
• Upskill quickly on global support processes, products, and customer use cases.
• Support the Federal customer base, backed by a tenured team, through troubleshooting, research, and lab reproduction.
• Progress to working on additional product lines and technologies, and collaborate with senior engineers to build customer-informed product cases.
• Develop expertise in network troubleshooting, device platforms (Android, Windows, Apple, MacOS), and server-level troubleshooting (Windows, Linux).
• Resolve complex technical issues and deliver exceptional customer support.
• Research and resolve problems using labs, log bundles, knowledge bases, peer collaboration, and internal resources.
• Collaborate with Product Engineering, Field Teams, and Technical Experts to enhance customer experience.
• Contribute to the creation and maintenance of knowledge articles for global distribution.
• Grow in an environment that promotes trust, continuous learning, and professional development, with a supportive team and leadership.

What You’ll Bring to Omnissa

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• 5+ years of experience in technical support, IT service management, or a related technical role.
• Strong understanding of federal government contracting processes and federal security requirements (e.g., FISMA, NIST, FedRAMP).
• Excellent technical troubleshooting skills across multiple software platforms.
• Strong communication skills to interact with both technical and non-technical stakeholders.
• Ability to work independently in a fast-paced environment with competing priorities.
• U.S. Citizenship and ability to obtain a security clearance (may be required).
• Flexibility to work shifts in support of a 24/7 Federal support organization, including on-call rotations.

Preferred Skills:

• Familiarity with cloud technologies and SaaS platforms.
• Experience with ITSM tools (e.g., ServiceNow, Jira) and ticketing systems.
• Previous experience in a federal or government-focused software company.
• 3+ years of networking fundamentals and diagnostic tools experience: proficiency in TCP/IP, DNS, DHCP, HTTP/HTTPS, firewalls, and using tools like Wireshark and HAR capture.
• Experience with SQL querying and database interaction: ability to write simple queries for support investigations or system diagnostics.
• 2+ years of experience with API integration and testing: familiarity with basic API authentication and troubleshooting.
• 2+ years of experience with Mobile Device Management (MDM) platforms such as VMware Workspace ONE®, Microsoft Intune, or MobileIron.

Location: Atlanta GA- Remote

Location Type: Remote

Education: Bachelor's degree in Computer Science, Engineering, or related field

Equal Employment Opportunity Statement

Omnissa prohibits discrimination and harassment of any kind. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, HIV status, sexual orientation, gender identity or expression, marital or partnership status, military service, family medical history, or any other protected status. We also provide reasonable accommodations for applicants and employees with disabilities, consistent with local law.