Situational Awareness Systems Technical Support
Summary:
Work with a mission focused team who support front-line operators with leading situational awareness software, to provide level 1 & 2 technical support for our government clients. The candidate will be working alongside the client support teams to provide high-quality first line technical support for our situational awareness application. Working with the business development team to secure new partnerships and clients will be a central focus for this role.
 
Performance:
  • Deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies. 
  • Take ownership of technical issues, and working with the engineering team to resolve more advanced issues when necessary
  • Resolving escalated customer issues without the need for further intervention
  • Documenting troubleshooting and problem resolution steps
  • Participation in providing training to customers as required
  • Acting as an advocate for the Engineering team
  • Ensuring new features and releases are fit for purpose and aligned to client needs
  • Gathering and presenting user requirements for new features
Experience & Requirements:
  • A proficiency in cloud-based applications, iOS, Android, WindowsOS, and geospatial & mapping applications/tools is required. Ability to provide level 1 client technical support with a 4-hour SLA. Candidates with proficiency in Java, Kubernetes, Python and other open source programming languages will be preferred.
  • Experience of C# and Java programming
  • Knowledge of using source controls, preferably GIT
  • Builds and maintains good relationships with their team department and across the company
  • Ability to work without supervision and under pressure
Soft skills and teamwork:
  • Openly shares views in a truthful and constructive way
  • Actively listens to other people and uses their experience to understand, learn and grow.
  • Takes ownership for seeing things through.
  • Understands how their contributions affect the team, clients, and company
  • Builds and maintains good relationships with their team
Clearance: Top Secret preferred, or the ability to obtain Top Secret.
Location: CONUS (Tampa FL, Washington DC, Fayetteville NC preferred) with limited project travel OCONUS
Term: Contract/Part-time, with Full-time opportunity after 6 months.
 
 
Applicants please send CV and Resume to airbox@gatesdefense.com

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