Information Technology Specialist (Success Engineer)

Defense Counterintelligence and Security Agency•Fort Meade, MD

17d

About The Position

DCSA's Office of Customer Success seeks a Success Engineer to serve as a technical advisor and strategic partner for high-visibility customer and mission-partner portfolios aligned to DCSA systems and services. The role leads technical engagement, solution adoption, and cross-functional integration; assesses customer needs; identifies implementation gaps and adoption barriers; and recommends actions to improve system use, service delivery, customer readiness, and mission outcomes. The Success Engineer serves as a senior technical advocate and translator within the Office of Customer Success, Enablement Division, bridging customer needs and DCSA technical capabilities for assigned enterprise portfolios, including NBIS, NI2, and other critical DCSA systems. The role supports customer-facing account teams, leads technical validation and pilot activities, assesses integrations and deployment readiness, troubleshoots technical issues, and coordinates with internal technical organizations throughout the customer technical lifecycle.

Requirements

Must be a U.S. citizen.
Males born after 12-31-59 must be registered for Selective Service.
Must obtain and maintain the appropriate security clearance if selected.
Must pass the required initial drug screening; the position is also subject to random testing.
Must have specialized experience equivalent in difficulty, responsibility, and complexity to the next lower grade (GG-13), generally one year or more.
Specialized experience must include supporting enterprise IT environment development and sustainment using knowledge of areas such as cloud and hosted applications, systems integration, APIs, identity and access, authentication and authorization, networking, cybersecurity, interoperability, data exchange, software deployment, or technical troubleshooting.
Experience must include translating customer needs into DCSA technical requirements and aligning stakeholders on technically supportable solutions.
Experience must include assessing customer technical environments and requirements to identify constraints, dependencies, compatibility issues, or integration risks; clarify needs; and align them with supportable DCSA solutions and requirements.
Experience must include technical discovery, demonstrations, proof-of-concept or pilot activities, technical validation, deployment-readiness assessments, troubleshooting, or escalation support.
Experience must include translating customer technical needs into actionable requirements for technical personnel, program stakeholders, or customer agencies.
Experience must include explaining complex technical concepts, capabilities, limitations, dependencies, or risks in plain language to customers and other non-technical audiences.
Must demonstrate the competencies of decision making, customer service, requirements analysis, systems integration, information technology test and evaluation, and leadership.
Must demonstrate the 2210 series individual occupational requirements of attention to detail, customer service, oral communication, and problem solving.
Education substitution may not be used in lieu of specialized experience for this grade level.

Responsibilities

Serve as a senior technical advocate and technical translator within the Office of Customer Success, Enablement Division, for assigned enterprise portfolios, including NBIS, NI2, and other critical DCSA systems.
Support Customer Executives, Account Managers, and customer-facing account teams by translating customer needs into detailed technical requirements and communicating them to DCSA technical and program stakeholders.
Identify technical constraints and dependencies and help align customer expectations with technically supportable DCSA solutions.
Lead proof-of-concept, pilot, and technical validation efforts across multiple stakeholders, including assessing technical fit, configuring and validating use cases in test or demonstration environments, and identifying integration and operational barriers.
Explain system architectures, map customer environments to DCSA solutions, review integration requirements, verify API behavior, assess configuration compatibility and interoperability, test technical workflows, and confirm deployment readiness criteria.
Troubleshoot and help resolve complex technical issues involving connectivity, configuration, APIs, identity and access dependencies, interoperability, and related operational factors.
Coordinate with system program offices, implementation teams, hosting and infrastructure teams, identity and access teams, help desk, operations and sustainment teams, and data and integration teams on technical planning, issue resolution, deployment readiness, and continuity of customer support.
Support the full customer technical lifecycle, including pre-adoption technical enablement, onboarding and implementation during adoption, and post-deployment technical success and escalation management.