<p>Lumen is the trusted network for AI. We're transforming how businesses connect, secure, and scale in an AI-driven world.</p> <p>By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what's next.</p> <p>At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We're looking for top-tier talent ready to take on the challenge. Join us in building the future.</p> <p>The Role</p> <p>The Senior Engineer will provide Tier-II level operational and customer support for an existing government managed service. Services are hosted and managed with Cloud Service Provider architecture and requires technical understand of vendor product and cloud services. You will play a central role in responding, coordinating, and resolving issues with a government customer to minimize impact.</p> <p>The Main Responsibilities</p> <p>As a Senior Engineer, you will provide on-call service desk support for the deployed managed services. Individuals will perform problem recognition, research, resolution, and follow-up customer coordination.</p> <ul> <li>Create help desk tickets and provide initial acknowledgement to the customer. </li><li>Resolve tickets, communicate resolution to the end user and obtain customer sign-off before closing ticket. </li><li>Perform minor incident management and problem management to resolve problems. </li><li>Triage and route tickets to the appropriate Tier-I, Tier-II, or Tier-III level help desk. </li><li>Analyze, log, and track issues and problem tickets. </li><li>Compile and organizes data for monthly status reports, provide trend analysis and metrics to government based on gathered data. </li><li>Provide tactics, techniques, and procedures for Tiered service desk entities. </li><li>At times, may need to work outside of common business hours in response to customer outages or mission impacts. </li><li>Strong Customer Facing Communication, Problem Solving, Creativity, Attitude. </li></ul> <p>What We Look For in a Candidate</p> <ul> <li>Experience with Menlo Security - Secure Enterprise Browser. </li><li>Experience working in Amazon Web Services (AWS) and Google Cloud Platform (GCP) architecture. Familiar with hosting, engineering, and service delivery of capabilities hosted within a cloud service. </li><li>Experience in a service desk support model. Communicating and coordinating with customers and end users to open tickets, resolve problems, and critically think about solutions. </li><li>Experience working for government agencies. </li><li>Strong problem-solving mentality. </li><li>Exceptional verbal and written communication. </li><li>Strong Customer Facing Communication . </li><li>Positive Attitude. </li><li>Ability to work with coworkers and customers to troubleshoot technical problems. </li></ul> <p>Preferred Certifications</p> <ul> <li>Security+ . </li></ul> <p>Education/Experience:</p> <p>Candidate must be a US Citizen with an active Department of Defense SECRET clearance.</p> <ul> <li>Candidate must be DoD 8570 Level II Compliant (Security+). </li></ul> <p>Compensation</p> <p>This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.</p> <p>Location Based Pay Ranges</p> <p>$87,117 - $116,156 in these states: CO</p> <p>$91,266 - $121,688 in these states: VA</p> <p>Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.</p> <p>Learn more about Lumen's:</p> <ul> <li>Benefits </li><li>Bonus Structure </li></ul> <p>#LI-Onsite</p> <p>Requisition #: 341692</p> <p>Background Screening</p> <p>If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.</p> <p>Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.</p> <p>Equal Employment Opportunities</p> <p>We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.</p> <p>Privacy Notice</p> <p>Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.</p> <p>To review Lumen's Privacy Notice, please visit:</p> <p>https://jobs.lumen.com/global/en/privacy-notice</p> <p>Disclaimer</p> <p>The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.</p> <p>In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.</p> <p>Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.</p>