Technical Support Engineer; Junior to Senior

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Technical Support Engineer (Junior to Senior)

Technical Support Engineer (Junior to Senior)
Annapolis Junction, MD

Description

Welcome to Interclypse, where innovation meets passion. Every team member is a vital piece of our success story. We are not just a company; we are a dynamic community driven by the shared vision of redefining excellence. At Interclypse, you will find more than a career – you will discover a vibrant ecosystem where your talents celebrated, your ideas embraced, and your potential achieved.

Every Interclypse team member can benefit based on their efforts and collectively benefit through the overall company’s success. Join our mission to have a positive transformational impact on society, community, industry, and individuals by always “Doing What is Right”. Together, let's pioneer a future where greatness is not just achieved, but exceeded.

To actualize this vision, Interclypse employs a growth mindset culture that empowers employees to rise in their careers by providing them with tools, mentorship, and a supportive environment to ensure long‑term success.

We are hiring for this role at multiple levels. Whether you're early in your career with strong instincts and a hunger to learn, or a seasoned support engineer who has seen it all, we'd like to hear from you. Title, responsibilities, and compensation will be aligned to your experience.

About the Role

Sofiac customers count on our product every day — and when something doesn't work the way they expect, you're the person they'll trust to figure out why. We're looking for a Technical Support Engineer who is equal parts problem solver and communicator: someone who can sit with a customer, understand their issue in their own words, then roll up their sleeves and dig into XML and JSON data to find the root cause.

This is not a scripted, ticket‑queue support job. You'll own problems end to end — from the first customer conversation through investigation, resolution, and the follow‑up that confirms the fix. You'll also be the voice of the customer back to our product and engineering teams, helping Sofiac get better with every issue you solve.

What you will do

• Serve as the primary technical point of contact for Sofiac customers, handling inquiries and issues by phone, email, and screen‑share with professionalism and empathy
• Troubleshoot and debug customer‑reported problems, including inspecting and analyzing XML and JSON data files, payloads, and logs to isolate root causes
• Reproduce issues, document findings clearly, and either resolve them directly or elevate to engineering with a complete, well‑organized investigation
• Guide customers through configuration, data formatting, and integration questions
• Translate technical findings into plain language customers can understand and act on
• Identify recurring issues and contribute to knowledge base articles, FAQs, and internal runbooks
• Partner with the product team to relay customer feedback, pain points, and enhancement ideas

What we are looking for (All Levels)

• Experience in — or demonstrated aptitude for — a customer‑facing technical role (technical support, help desk, implementation, QA, internships, or similar)
• Comfort reading, interpreting, and debugging XML and JSON — you can spot a malformed payload, a missing element, or a data mismatch and explain what went wrong (for junior candidates, solid fundamentals and the ability to learn quickly are what matter most)
• Strong analytical and troubleshooting instincts — you enjoy the puzzle, not just the fix
• Excellent written and verbal communication skills; you can stay calm, clear, and constructive with a frustrated customer
• Ability to manage multiple open issues, prioritize effectively, and follow through without being chased
• A…