User Engagement Engineer

Simplesense•Panama City, FL

2d•Onsite

About The Position

As the User Engagement Engineer, you’ll serve as the front line for our users and customers—delivering a responsive, high-quality experience from the very first interaction. In this role, you’ll provide Tier 1 support and onsite maintenance helping users quickly resolve issues and ensuring systems remain operational and effective in the field. You’ll help guide and support users throughout their entire journey with our applications and resources, ensuring they can access insights and tools smoothly and effectively. You’ll also work closely with the Connectivity, Platform, and Data Insights teams, helping translate user needs into improvements while ensuring the platform stays resilient, secure, and mission-ready.

Requirements

Experience: 5+ years of experience in customer support or technical user engagement, with a focus on initial intake and triage.
Technical Skills: Experience with observability tools (e.g., creating/maintaining dashboards), basic network troubleshooting, utilizing ticketing systems for issue resolution, and contributing to knowledge bases/documentation.
Domain Knowledge: Ability to clearly communicate complex software application concepts to users in an accessible, instructional format.
Travel: You will be required to travel quarterly for team planning events.
Must be able to obtain DoD 8570/8140 IAT Level II certification (e.g., CompTIA Security+ CE) within 6 months of hire.
Must be a U.S. Citizen and able to obtain a DoD NIPR network account and Common Access Card (CAC)
Must have, or be able to obtain, a Secret Clearance.

Nice To Haves

Based in Panama City, FL.
Experience working within DoD, Air Force, or Federal contractor environments.
Certification in ITIL Foundations or a similar customer service framework.
Excellent interpersonal and communication skills, both written and verbal.

Responsibilities

Execute Tier 1 Support and Triage: Serve as an initial point of contact to resolve routine issues using runbooks and accurately categorize urgency for Tier 2 escalations.
Monitor System Health: Run daily checklists and monitor alerts to proactively identify and address system issues before they impact the user base.
Provide touch maintenance: Perform physical troubleshooting and remediation for issues with onsite hardware and infrastructure.
Deploy Network Infrastructure: Install network appliances (gateways, switches, firewalls) to support just-in-time customer requirements.
Facilitate Technical Handoffs: Gather comprehensive diagnostic data and context information from users to provide input for complex engineering escalations.
Drive Resolution: Manage the end-to-end lifecycle of support tickets, ensuring consistent status updates and timely closures to maintain high levels of customer satisfaction.
Maintain Data Visualization Dashboards: Ensure continuity of results and data accuracy following the deployment of new features or functionality to prevent regressions in existing displays.
Curate User Documentation and FAQs: Maintain reference materials within searchable libraries to empower users with self-service options.
Foster Community Engagement: Actively participate in multi-facility user groups to share best practices, answer questions, and bridge the gap between users and technical experts.
Analyze Support Trends: Monitor ticket patterns to identify recurring user needs, identify and resolve gaps in reference materials, and highlight systemic issues to the appropriate Capability teams for long-term resolution.