Product Support Engineer

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Job Description:

The Opportunity:

CACI’s Agile Solution Factory (ASF) is hiring an experienced Product Support Engineer to support a Customs and Border Protection (CBP) client located in Ashburn, VA. Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development for the Department of Homeland Security (DHS).

As a member of the BEAGLE ASF Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity. CBP agents and officers are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.

ASF programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels.

Responsibilities:

Provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software. Researches, reproduces, diagnoses, and resolve issues using TEAMS and ServiceNow

• Works independently to communicate technical information to users in a manner they understand and provide clear instructions for resolution.

• Establish a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow-up steps.

• Lead or contribute to IT projects such as system upgrades, migrations, regression testing and confirming new deployments for functionality.

• Develop and maintain knowledge base articles, training materials, and documentation for the help desk team. Define and strategize Incident, Knowledge, and Problem management across a large-scale organization.

• Collaborate with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments.

• Possess and apply a comprehensive knowledge of working with end user business applications/software.

• Collaborate with the application teams to identify, respond, and resolve tickets in a timely manner.

• Act as a liaison between the help desk and enterprise clients, ensuring clear communication and high customer satisfaction.

• Lead initiatives to improve help desk processes, efficiency, and customer service quality.

You Will Bring These Qualifications:

• Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include, but not limited to:

  • 3-year check for felony convictions

  • 1 year check for illegal drug use

  • 1 year check for misconduct such as theft or fraud

• Bachelor’s Degree or equivalent experience and minimum 1 or more years of Help Desk or related technical experience (experience considered in lieu of degree)

• Experience using a service desk ticketing system.

• Experience providing advanced support to end-users spanning a variety of application/software issues.

• Experience working with a development team in identifying, researching, and resolving advanced application software issues.

• Experience documenting, tracking, and monitoring the problem to ensure a timely resolution.

• Ensuring product quality and timeliness of efforts.

• Demonstrated Incident, Knowledge, and Problem Management

• Available for an on-call rotation depending on the application that is supported. (There are a very limited number of applications that require on-call support. The majority do not).

Qualifications:

Required: 

• Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include, but not limited to:

  • 3-year check for felony convictions

  • 1 year check for illegal drug use

  • 1 year check for misconduct such as theft or fraud

• Bachelor’s Degree or equivalent experience and minimum 1 or more years of Help Desk or related technical experience (experience considered in lieu of degree)

• Experience using a service desk ticketing system.

• Experience providing advanced support to end-users spanning a variety of application/software issues.

• Experience working with a development team in identifying, researching, and resolving advanced application software issues.

• Experience documenting, tracking, and monitoring the problem to ensure a timely resolution.

• Ensuring product quality and timeliness of efforts.

• Demonstrated Incident, Knowledge, and Problem Management

• Available for an on-call rotation depending on the application that is supported. (There are a very limited number of applications that require on-call support. The majority do not).

Desired:

• Designing and Developing the Angular front end within a team of 3-4 other developers.

• Primary focus will be the front end, but occasionally will need to work on specific backend aspects of the system such as Chat (leveraging XMPP protocol) or File Sharing (leveraging AWS S3) or Video Streaming.

• Experience with HTML / CSS and using 3rd party UI component libraries, such as Syncfusion.

• Experience with Spring Boot and ideally Spring Data and Spring Security.

• Experience or education with information systems analyst or business analyst work.

• Experience with ServiceNow

• Experience with Problem and Incident Management

• ITIL Certification, other Technical Certifications

• Strong, active listening skills

• CBP, DHS, Border Patrol Systems or Tier 2 Application Support experience

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

Salary : $51,800 - $106,200