Support Engineer with Security Clearance

4 weeks ago

Herndon, United States Dexian Signature Federal Full time

Support Engineer Location: Herndon, VA Clearance Required: Active TS/SCI with Polygraph Responsibilities include, but are not limited to: · Assist customers (end users) with application installations, resolving queries via our desktop support solutions, and escalating serious issues to the software development team. · Provide customers with software support via written or verbal communications, including chat function, emails, and calls. · Help users understand the application workflow and what user roles can perform various functions at various stages. · Troubleshoot software issues by asking customers targeted questions, provide customers with step-by-step guidance to resolve their issues and follow up on technical queries to provide prompt feedback and resolutions while also obtaining the details of their query so our developers can adapt and learn from the exchange with the customer. · Prioritize customer queries and escalating more complex issues to the appropriate Product Manager to assign Tier 2/Tier 3 support. · Document potential bugs and monitoring performance metrics. · Relay application functionality feedback from customers to Software Developers and Data Engineers. · Compile software instruction manuals and useful software support resources. · Participate in the change management process, including reviewing Change Requests and assisting the Software Development Manager, Branch Chief and Program Management in the assessment of security impact, customer experience, level of effort for developers and lead time to deliver any proposed changes. Basic Qualifications: · 2+ years of experience providing technology support to customers in a fast-paced setting · Experience supporting end users · Experience using different database tools to store and retrieve information and documents · Ability to prioritize and diagnose software or application problems · Ability to relay important application and customer end users' experience feedback to Software Developers and Product Owners · Ability to document work processes to include flowcharts and SOP (Standard Operating Procedures), Quick Start Guides and training materials and to monitor performance metrics · Ability to proficiently document processes and monitor performance metrics · Monitor system recovery processes to ensure security features and functions are properly restored and functioning correctly following an outage. · Work with project teams responsible for engineering and packaging releases to integrate within the customer's production software environment. Preferred Qualifications: · Experience in resolving customer IT queries · Experience working with JIRA to create tickets and move them through workflow process · Experience working with Confluence to create and update content · Knowledge of how software, hardware, and network configurations operate together to support customers · Experience in Software Development · Experience with supporting the technical direction, and training practices of experienced Support Engineering staff (Tier 1 and Tier 2 Level Service Desk) · Experience with security efforts related to modern Windows, Linux, UNIX, Cisco, SQL or Oracle databases, and virtualized systems · Experience with assembling "Quick Start Guides” for customized software applications · Experience implementing testing strategies and documenting results · Experience providing customized training packages for select end user groups · Experience creating and updating various forms of training materials · Experience creating “how to” content via user guides and/or short videos · Bachelor's degree in computer science, information technology, or similar technical field of study · Ability to quickly learn how to use JIRA to create service tickets and move them through the workflow process · Ability to quickly learn how to use Confluence to create and update content · Ability to demonstrate effective questioning and listening skills to clearly identify the users' needs · Ability to demonstrate effective written and verbal communication skills

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