What are the responsibilities and job description for the Software Application Support Engineer position at MANTECH?
MANTECH seeks a motivated, career and customer-oriented Software Application Support Engineer to join our technical support team in Chantilly, VA.
In this role, you will be the dedicated technical expert for our custom software applications. Your primary focus will be assisting enterprise clients and internal users with complex software configurations, application errors, data inquiries, and integration workflows.
Responsibilities Include But Are Not Limited To
In this role, you will be the dedicated technical expert for our custom software applications. Your primary focus will be assisting enterprise clients and internal users with complex software configurations, application errors, data inquiries, and integration workflows.
Responsibilities Include But Are Not Limited To
- Diagnose, isolate, and resolve complex application errors, workflow interruptions, and software anomalies reported by users.
- Write basic to intermediate database queries to verify data integrity, investigate user-reported discrepancies, and troubleshoot reporting issues.
- Review and analyze API payloads, webhooks, and third-party integration logs to identify where data exchanges are failing.
- Own technical issues from initial report through to resolution by documenting detailed troubleshooting steps, customer communications, and root causes within the ticketing system.
- Replicate and document verified software defects with clear technical evidence (logs, reproduction steps, environment details) for escalation to the Product and QA engineering teams.
- Create and maintain user-facing help articles, FAQs, and internal knowledge base documentation regarding application features and updates.
- Bachelor’s degree in Information Technology, or Computer Science, or Management Information Systems (MIS) or in equivalent technology degree and 4 years of experience in a technical support role specifically supporting software applications, SaaS products, or web-based platforms or High School Diploma and 10 years of experience.
- Strong foundational knowledge of SQL (or NoSQL) to query databases for data verification and troubleshooting.
- Familiarity with HTML, CSS, JavaScript, and browser developer tools (Inspect/Console) to diagnose front-end application behavior.
- Understanding of RESTful APIs and experience using tools like Postman or log viewers (e.g., Splunk, Datadog) to investigate application errors.
- Familiarity with cloud-based architectures (AWS, Azure) and how modern SaaS web applications function.
- Experience using enterprise support platforms such as ServiceNow.
- Relevant technical certifications such as CompTIA A , Network , or Security , or the ability to obtain a certification within 6 months of start date.
- Demonstrates a logical approach to problem-solving and an innate curiosity to figure out why an application is behaving unexpectedly.
- Excellent written and verbal communication, with the ability to explain technical workflows and workarounds clearly to non-technical users.
- Exhibits a strong desire to help people, showing patience and professionalism when dealing with frustrated users during critical software disruptions.
- Must hold an active TS/SCI clearance with Polygraph
- Must be able to remain in a stationary position 50%.
- Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Frequently communicates with co-workers, management, and customers, which may involve delivering presentations.
- Must be able to exchange accurate information in these situations.