User Engagement Specialist

Simplesense•Denver, CO

6d•Hybrid

About The Position

As the User Engagement Specialist, you will play a critical role in providing high-quality initial contact with users and customers to ensure a seamless service experience. You will be part of the team creating the end-to-end user journey as they engage with our applications, partnering closely with Engineering, Program, and Product teams to ensure our platform and data visualization dashboards remain intuitive, resilient, and aligned with ground-truth mission realities.

Requirements

At least 4 years of experience in User/Customer Success, Technical Account Management, or IT Enablement roles.
Exceptional writing and verbal communication skills required to author runbooks, curate clear documentation, and foster community engagement.
Proficiency in data visualization platforms to navigate datasets and adjust existing dashboards.
Skilled at "problem-solution fit" - the ability to uncover the root of an operational pain point and deliver a targeted solution, rather than simply pushing technology.
Demonstrated expertise in teaching users and translating complex visualizations into simple, actionable playbooks.
You will be required to travel 25% to client sites to meet in person with users.
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 Denver, CO, San Antonio, TX, and Brooklyn, NY area.
Experience working within DoD, Air Force, or Federal contractor environments.
Proficiency in SQL for building, tuning, or troubleshooting custom reports.
Familiarity with Building Automation Systems (BAS) and/or Industrial Control Systems (ICS).
Familiarity with Tier 1/Tier 2 support mechanics and self-serve Knowledge Base architecture.

Responsibilities

Conduct tactical, 1-on-1 sessions to accelerate feature adoption and empower operators to operate autonomously using IROC's data tools.
Conduct structured interviews to identify friction points and provide features, tools, and dashboards to solve and improve daily operations.
Maintain reference materials within searchable libraries to empower users with self-service options and permanently convert recurring non-technical questions into Zero-Touch resolutions.
Actively participate in multi-facility user groups to share best practices, answer questions, and bridge the gap between users and technical experts.
Ensure continuity of results and data accuracy following the deployment of new features or functionality.