Senior Engineer - Public Sector

Lumen is the trusted network for AI. We’re transforming how businesses connect, secure, and scale in an AI-driven world.

By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what’s next.

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.

The Role

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. 

The Main Responsibilities

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.  
•Create help desk tickets and provide initial acknowledgement to the customer.
•Resolve tickets, communicate resolution to the end user and obtain customer sign-off before closing ticket. 
•Perform minor incident management and problem management to resolve problems.
•Triage and route tickets to the appropriate Tier-I, Tier-II, or Tier-III level help desk.  
•Analyze, log, and track issues and problem tickets.
•Compile and organizes data for monthly status reports, provide trend analysis and metrics to government based on gathered data. 
•Provide tactics, techniques, and procedures for Tiered service desk entities.
•At times, may need to work outside of common business hours in response to customer outages or mission impacts.
•Strong Customer Facing Communication, Problem Solving, Creativity, Attitude.
 

What We Look For in a Candidate

•Experience with Menlo Security - Secure Enterprise Browser.
•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.  
•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.  
•Experience working for government agencies.
•Strong problem-solving mentality.
•Exceptional verbal and written communication.
•Strong Customer Facing Communication .
•Positive Attitude.
•Ability to work with coworkers and customers to troubleshoot technical problems.
Preferred Certifications
•Security+ .
Education/Experience:
Candidate must be a US Citizen with an active Department of Defense SECRET clearance.
*Candidate must be DoD 8570 Level II Compliant (Security+).

Compensation

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.

Location Based Pay Ranges


$87,117 - $116,156 in these states: CO 
$91,266 - $121,688 in these states: VA 

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.

 

Learn more about Lumen's:

• Benefits
• Bonus Structure

 

#LI-Onsite

Requisition #: 341692

Background Screening

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applica