The role involves serving as a frontline technical support expert for Counter-UAS customers, handling ticket-based workflows in Jira Service Management, and diagnosing hardware, software, and network issues while coordinating with engineering and field teams to support mission-critical outcomes.
Location
Manassas, VA (onsite)
Salary
USD 49,900 - 100,000 per yearly
Role overview
Frontline technical support specialist for Counter-UAS customers, managing support tickets in Jira Service Management, diagnosing hardware, software, and network issues, and coordinating with engineering and field teams to ensure mission success.
Responsibilities
- Provide phone-based diagnosis and resolution for hardware, software, and network issues in a timely manner
- Triages incidents and escalates complex problems to higher tier support as needed
- Operate in a constrained environment where customers have limited remote access or visual aids; visualize customer perspective and guide them through troubleshooting to resolution
- Document, maintain, and track tickets in Jira Service Management from start to finish
- Ensure timely follow-up with customers and internal resources throughout each ticket lifecycle
- Effectively communicate ticket status to team members and project managers
- Create and maintain accurate technical documentation and knowledge base articles in Confluence
- Thoroughly document troubleshooting steps performed with customers in Jira Service Management
- Contribute to the maintenance of standard operating procedures (SOPs)
- Collaborate with Dev Ops, System Engineers, Digital Signal Processing, and Field Service Reps to address technical issues and support project goals
- Provide periodic reports and metrics per schedule or upon request to Program teams
- Specialize in a designated group of customers, serving as the primary contact for Corian Service Desk on assigned projects and their Project Managers
Requirements
- Ability to obtain an Active Secret clearance
- Minimum of two years of experience in a Help Desk or similar Customer Service role
- Experience with Microsoft Office Suite, RHEL 7/8 Linux, and common troubleshooting tools
- Strong knowledge of hardware, software, and networking fundamentals
- Excellent professional communication and interpersonal skills
- Strong problem-solving, analytical, and critical thinking abilities
- Ability to work autonomously and effectively in a fast-paced team environment
- Strong customer service skills with a focus on customer satisfaction
- Excellent documentation abilities
- Flexibility and the desire to work collaboratively to meet common goals
Technologies
- Jira Service Management
- Confluence
- Jira
- RHEL 7/8 Linux
- Microsoft Office Suite
Benefits
- Health insurance
- Wellness benefits
- Financial benefits
- Retirement benefits
- Family support
- Continuing education
- Time off benefits
The Opportunity
You will serve as a frontline technical expert supporting Counter-UAS customers in high-consequence environments, providing rapid, mission-critical troubleshooting over the phone and guiding users through complex issues without visual aids. In this role, you will manage the full lifecycle of support tickets in Jira Service Management, maintain clear communication with customers and internal teams, and contribute to high-quality documentation and knowledge-sharing across the program.
What You Can Expect
- A culture of integrity
- An environment of trust
- A focus on continuous growth
Pay Range
The proposed salary range for this position is $49,900 - $100,000. Final compensation is influenced by factors including geographic location, government contract labor categories and wage rates, relevant prior experience, skills and competencies, education, and certifications.
