Customer Support Engineer

Sealing Technologies, a Parsons Company • Stevensville, MD

11d • Onsite

About The Position

Sealing Technologies, a Parsons company is looking for a motivated and talented Customer Support Engineer to join our Product Operations team. In this high-impact role, you will be responsible for providing customer support for Sealing Technologies' CFLAK (Cyber Fly Away Kits) and other products. Duties include assisting customers, troubleshooting technology products, conducting server testing, performing quality assurance testing, handling Return Merchandise Authorizations (RMAs), and other related tasks to support customers. This position is located at the Enterprise Modernization Center in Stevensville, MD. The team member will also support the testing of cutting-edge server and networking technology.

Requirements

• US Citizenship
• 3+ years of hands on experience supporting the implementation, troubleshooting, configuration, and maintenance of IT systems in a helpdesk or technical support environment
• Associate’s or Bachelor’s degree in IT, Computer Science, or related field; or equivalent professional experience
• Competent in Microsoft Office Suite
• Familiar with Linux operating systems
• A+ Certification or equivalent experience
• Ability to work flexible hours, as we collaborate with end users across different time zones.

Responsibilities

• Lead the engineering direction and execution across multiple products at various stages of the SDLC, from prototype to production.
• This position requires regular planning, organization, and teamwork to support customer-related requests.
• Provide support for implementing, troubleshooting, and maintaining customer requests.
• Communicating solutions to technical-related questions and inquiries while adhering to the SLA is paramount.
• Serve as a Help Desk team member to answer inbound customer phone calls, chats, and emails regarding customers’ questions on product use.
• Assists with Tier 1 support as needed and is responsible for leading the investigation and resolution of Tier 2 and Tier 3 technical issues.
• Use existing knowledge base articles to guide you to resolutions. Suggest improvements to existing knowledge base articles. Create new knowledge base articles where none currently exist.
• Perform or assist in root-cause analysis of technical issues to assist with the resolution of trouble tickets.
• Act as on-site support to our external clients when needed.
• Ensure all assigned trouble tickets are resolved to Customer Satisfaction. Troubleshooting includes but is not limited to site testing, report log analysis, vendor trouble ticket reporting, interaction, updating portals, and resolution.
• Assists in handling customer RMAs.
• Assists in managing customer RMA/Sparing inventory to support customer returns.
• Tests servers, devices and finished products to ensure they meet quality standards.
• Assists with analyzing trends related to customer returns and/or failures in the field, assists with developing product improvement plans to mitigate failures.
• Other duties as assigned.

Benefits

• Sealing Tech offers competitive compensation packages, health, dental, and vision insurance, retirement contributions, continuing education budgets, tuition reimbursement, flexible schedules, and generous vacation policies.
• Other perks include complimentary snacks, drinks & monthly catered lunches, and company retreats and gatherings.
• Plus, flexible work arrangements, pet friendly offices and quarterly merit bonuses for qualified employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree