Federal Customer Support Engineer

About Virtru:

Virtru is a leading data protection provider backed by some of the foremost venture capital firms in Silicon Valley and the Mid-Atlantic region, including Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global. Today, more than ever, data demands respect, and that’s why Virtru is committed to changing the rules for data privacy. At Virtru, we equip our customers to take granular control of their data—everywhere it’s shared—through end-to-end encryption for Google, Microsoft, and other data sharing platforms. Our market-leading portfolio of data encryption and privacy enhancing applications are remarkably easy to use, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard.

At Virtru, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at all times across its entire lifecycle. We firmly believe that when you respect data, you’re demonstrating respect for the people who own that data.

Working at Virtru, you'll be inspired by colleagues who are passionate about the work they do. We are dedicated to creating an atmosphere that sparks creativity, connection, and professional growth while empowering each other to do our best work. We're building something special at Virtru. We hope you consider joining our team and helping us create a brighter future for data privacy.

Compensation Range: $105,000 to $115,00

About the Role

As a Federal Customer Support Engineer, you will lead Virtru’s efforts in supporting and enabling federal clients leveraging Virtru’s Trusted Data Format (TDF) to protect sensitive data across domains. This role is central to the success of Virtru’s Data Security Platform (DSP), ensuring seamless deployment, troubleshooting, and customer support for mission-critical environments.

You will become a subject-matter expert on the DSP within the Support team, troubleshooting customer issues, developing support processes, and scaling technical documentation to educate both customers and internal teams. Success in this role requires strong technical acumen, problem-solving abilities, and exceptional customer communication skills.

Responsibilities

Customer Support & Troubleshooting

• Act as a primary support resource for federal customers, troubleshooting Virtru’s data-centric security solutions in hybrid and multi-cloud environments.
• Partner with Deployment Engineers and Customer Success Managers (CSMs) to resolve issues efficiently in testing and production environments.
• Diagnose misconfigurations in .yaml files, ensuring seamless encryption workflows.
• Understand and troubleshoot attribute-based access control (ABAC) impacts on encryption services in complex federal deployments.

Microsoft & Secure Collaboration Expertise

• Provide deep technical knowledge in Microsoft, ideally with experience supporting Microsoft Exchange, SharePoint, and/or Windows desktop environments in the Federal space.
• Assist in Active Directory integrations for secure authentication and data access.
• Guide clients in air-gapped and constrained environments, ensuring compliance with mission-critical security standards.

Technical Documentation & Process Improvement

• Become the expert on the DSP and the products built on top of it. 
• Develop and refine internal and external documentation, enabling customers to troubleshoot and maintain their secure environments.
• Create training materials to educate federal clients and internal support teams.
• Identify and implement process improvements to enhance the efficiency of customer support operations.

About You

Technical Expertise

• 5+ years of experience supporting products in Microsoft Exchange, SharePoint, and/or Windows desktop environments
• 3+ years of experience troubleshooting hybrid and multi-cloud environments. 
• Awareness of how government and DoD networks and systems work. 

Key Personal Traits

• Customer-Focused: Dedicated to enabling federal teams with secure data-sharing capabilities.
• Innovative Problem Solver: Able to troubleshoot in denied, degraded, intermittent, or limited (DDIL) environments.
• Effective Communicator: Capable of translating complex technical concepts into clear, actionable insights.
• Collaborative Partner: Works seamlessly across cross-functional and coalition teams.

Preferred Qualifications (Nice to Have)

• Certificati