Senior DNS & Security Support Engineer

asmexternalcareersite; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

ASM Research seeks a Tier 2 Service Desk Agent to provide advanced technical support for Protective DNS in a federal context. You will troubleshoot escalated tickets from Tier 1, log incidents, and collaborate with network, security, and cloud operations to resolve issues within SLA. Strong communication and documentation are essential.

You will mentor Tier 1 staff, analyze usage data, and help create procedures and knowledge base articles to improve support efficiency and incident response.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science or related field or equivalent experience.
• 5+ years of experience in a technical support or network/security engineering role.
• Candidates must be US citizens (no dual citizenship) and be able to pass a federal background investigation.

Responsibilities

• Provide advanced technical support for complex Protective DNS issues.
• Analyze and troubleshoot escalated tickets from Tier 1 agents.
• Investigate and resolve connectivity, configuration, and performance issues with Protective DNS.
• Collaborate with network, security, and cloud operations teams to identify and address root causes.
• Work alongside Service Desk leadership to develop and maintain detailed troubleshooting procedures and knowledge base articles as reference materials for future tickets.
• Provide guidance and training to Tier 1 support staff on Protective DNS best practices and operations.
• Assist user requests for account validation and updates to existing permission/access.
• Analyze service usage data and metrics to identify opportunities for optimization.
• Serve as a technical subject matter expert for Protective DNS and related security services.
• Assist new incoming agencies with backend onboarding into Protective DNS as part of the overall onboarding workflow.
• Contribute to the continuous improvement of support processes and documentation where needed.

Skills

DNS protocols

Web filtering

Cloud security

Network architecture

Troubleshooting

Documentation

Communication

IT service management

Scripting basics

Education

Bachelor’s Degree in Information Technology or Computer Science

Tools

ITIL familiarity

Monitoring tools

Automation tools

Cloud platforms (AWS/Azure/GCP)

Job description

ASM Research seeks a Tier 2 Service Desk Agent to provide advanced technical support for Protective DNS in a federal context. You will troubleshoot escalated tickets from Tier 1, log incidents, and collaborate with network, security, and cloud operations to resolve issues within SLA. Strong communication and documentation are essential.

You will mentor Tier 1 staff, analyze usage data, and help create procedures and knowledge base articles to improve support efficiency and incident response.