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Federal Customer Support Engineer

Washington, DC

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)

  • Certifications: CKAD, CCNA, Security+
  • Cloud: AWS Certified Solutions Architect or Microsoft Certified: Azure Solutions Architect Expert.
  • Zero Trust: Familiarity with OpenTDF.io, attribute-based access control systems, zero trust architecture (ZTA), and end-to-end encryption.
  • Experience using tools like Terraform, Kubernetes, AWS, and/or Azure.

PERKS & BENEFITS

At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…

  • A Remote-First Approach — Virtru is committed to being forever flexible when it comes to where, how, and when you get your work done. You have the option to work from home if that suits you best, or work from our DC Headquarters if you prefer being in person!
  • A Flexible PTO policy — we strongly encourage you to take time off during the year (in addition to 12 federal holidays) to ensure that you are getting the proper time needed to unplug and recharge.
  • Internal mobility options for those interested in exploring their skills in other areas of the business
  • Frequent company-sponsored Team Celebrations that provide ample opportunities to connect with teammates and be social!
  • Access to an Employee Assistance Program.
  • Access to Headspace, a mental health app tailored to your specific needs.
  • A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.

In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority. The Council also hosts a range of events throughout the year focused on the continual education of our teammates on social justice issues, current events, and marginalized cultures and communities. 

Additional perks include: 

  • Competitive compensation
  • Generous parental, medical, and bereavement policies
  • Uncapped commissions for Sales roles
  • 401K and stock options
  • Full medical, dental, and vision benefits
  • Annual Winter Hackathons and Summer “InnoVation Weeks” (in-person optional)
  • New Hire Swag and IT Welcome boxes
  • Structured semi-annual 360° performance reviews
  • Transparency is at the core of how we operate and everything we do! 

Virtru is currently operating in a remote-first capacity; however, there are plenty of opportunities to connect with the team in person throughout the year, both in and out of the office, whether they be team-specific or company-wide celebrations and events.

Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

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