Associate Technical Support Engineer

Role Overview

• Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues.
• Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors.
• Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces.
• Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system.
• Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members.
• Effectively communicate with end users to understand their needs, providing "white-glove" service.
• Identify complex issues that require backend intervention and escalate them to the Tier 2 team with a clear summary of the steps already taken.
• Support Customer Success Managers and Project Managers by providing updates on current support tickets and tracking overall project progress for clients.
• Participate in cross-departmental emails and follow-ups to ensure no customer request is left unanswered.
• Stay up-to-date on new features and updates across the Casepoint platforms through regular training.
• Participate in basic testing of new software releases to provide feedback on user experience and help identify potential bugs before they reach the customer.
• Help maintain the internal knowledge base by documenting new solutions to common questions.

Requirements

• Degree in Information Technology, a related field, or equivalent hands-on experience in a customer-facing technical support role.
• A natural curiosity and ability to walk users through step-by-step instructions to resolve software questions.
• Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers.
• Experience or a strong interest in supporting government-specific software and a quick ability to learn new applications.
• US Citizenship (non-dual) is required by government contract.
• Ability to obtain and maintain a Public Trust or higher clearance.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities