Customer Support Engineer

Position Overview

As the Customer Support Engineer (CSE), you will act as a model of customer service excellence to all organizational staff members in ITS/DMM Systems Analysis & Management task area. You will be responsible for providing technical, analytical, and operational support for the Integrated Tracking System (ITS), Digital Mail Modernization (DMM), Bear Tracks, and WebDOX applications. The CSE plays a pivotal role in ensuring system readiness, supporting users, coordinating updates and issue resolution, and maintaining strong relationships with Government stakeholders.

This role serves as the operational bridge between DISA/JSP IT teams, system users, leadership, and Bear River Associates’ engineering and Dev Ops teams, ensuring consistent service delivery, compliance, and customer satisfaction in a secure DoD environment.

• Provide on-site and remote technical support for ITS, DMM, Bear Tracks, and WebDOX applications across WHS, DISA, and other DoD components.
• Perform backend system administration, including application configuration, system patching, upgrades, and troubleshooting in secure environments.
• Support SQL Server administration and data-level troubleshooting, including performance monitoring and data integrity validation.
• Support front-end application troubleshooting by analyzing HTML, CSS, and JavaScript components impacting user interface behavior.
• Support server and application integration, ensuring reliable communication between ITS/DMM components and dependent systems.
• Deliver Tier II and Tier III user support, resolving issues related to data setup/imports, user access, workflow configuration, and application functionality.
• Coordinate with Bear Rivers software engineers on application patches, version upgrades, and configuration updates to ensure successful implementation with minimal user disruption.
• Support Authority to Operate (ATO) sustainment activities for the ITS/DMM systems in accordance with DoD RMF requirements.
• Conduct vulnerability analysis and assist with remediation of findings identified through ACAS scans, STIG checklists, and security assessments.
• Collaborate with Bear River Associates’ Dev Ops and engineering teams to troubleshoot and resolve system or application issues not locally resolved.
• Monitor operational health and performance of ITS/DMM applications and elevate issues to appropriate Government or contractor stakeholders as needed.

• Respond to WHS and DISA service requests within defined service-level timelines.
• Document troubleshooting steps, root causes, and resolutions to support a reusable knowledge base and reduce recurring issues.
• Ensure consistent troubleshooting approaches and communication across Government and contractor teams.
• Coordinate with subcontractor vendors to maintain operational readiness of hardware and software systems, ensuring minimal service disruption.

• Provide operational support and coordination in collaboration with Bear River Product Operations Specialist (POS) personnel, ensuring quality, consistency, and timely execution of user support and data management tasks.
• Coordinate daily tasking, workload prioritization, and quality assurance activities for operational support functions.
• Support continuous improvement of operational workflows and customer support processes.

• Conduct end-user and system administrator training sessions for ITS, DMM, Bear Tracks, and WebDOX applications, tailored to user roles and mission requirements.
• Develop, maintain, and update Standard Operating Procedures (SOPs), user guides, and training documentation to reflect current system versions and workflows.
• Coordinate training updates and documentation releases following system updates, patches, or enhancements.
• Participate in program reviews, providing written input on training activities, documentation updates, and user support performance.

• Perform data setup, imports, validation, and analysis to ensure accurate system operation and reporting.
• Maintain configuration…