User Engagement Specialist

Simplesense•Denver, CO

7d•$95,000 - $120,000•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. Work Model: We prioritize candidates in the Denver, CO, San Antonio, TX, and Brooklyn, NY area, but are open to remote talent. Locals: 2 days/week onsite. Remote: Quarterly travel for team meetings. What Success Looks Like: 30 Days: Onboard, learn the core IROC platform workflows, and begin shadowing user interviews to establish a baseline of legacy operations and the end-to-end user journey. 60 Days: Take ownership of curating user documentation and maintaining OT data visualization dashboards, ensuring data accuracy following new feature deployments. 90 Days: Foster active community engagement across multi-facility user groups, and deliver a formal report of quantifiable time or cost savings for our users to guide product feedback.

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 Workflow Training: Execute tactical, 1-on-1 sessions to accelerate feature adoption and empower operators to operate autonomously using IROC's data tools.
Audit Workflows: Conduct structured interviews to identify friction points and provide features, tools, and dashboards to solve and improve daily operations.
Curate User Documentation and FAQs: Maintain reference materials within searchable libraries to empower users with self-service options and permanently convert recurring non-technical questions into Zero-Touch resolutions.
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.
Maintain Data Visualization Dashboards: Ensure continuity of results and data accuracy following the deployment of new features or functionality.