Client Solutions Engineer

This is a hands‑on, cross‑functional role. Under the Senior Manager of Client Solutions & Operations, you will support the full post‑release lifecycle: deploying systems, troubleshooting hardware and software, managing helpdesk tickets, supporting SRIP agents, maintaining documentation, coordinating backend configurations, and producing operational reports. You will interact directly with clients, work alongside engineering, and coordinate with field technicians on the ground.

This role suits someone technically capable, detail‑oriented, and accountable — you follow through, document your work, and communicate clearly with team and clients.

• Onsite in Fairfax, VA — no remote.
• U.S. citizen required (ITAR and government customer obligations).
• Comfortable across hardware, software, networking, and documentation in the same role.
• Willing to travel to client sites for kiosk installations, diagnostics, and field support.
• Takes ownership through to completion: documents work, follows escalation, closes the loop.

• Fully onboarded across all active client environments, deployed stations, open tickets, and team workflows within 30 days.
• Own assigned helpdesk queues: process, triage, resolve or escalate within SLA across all accounts.
• Execute at least one end‑to‑end deployment or update rollout: image, configure, test, and document a kiosk or environment update from staging to production.
• Produce at least one client‑facing deliverable: installation guide, onboarding runbook, or updated user guide that meets client standards.
• Complete SRIP agent program onboarding: training workflow, certification, session quality standards, and intervention procedures.
• Participate in or lead an onsite technician visit: conduct or coordinate field diagnostics, document findings, close or elevate.

The Client Solutions Engineer supports the following functions under the Senior Manager. You engage with each from the start; depth develops over time.

• Process and triage tickets across all client accounts; categorize by severity and impact; route appropriately.
• Provide Tier 1, 2, and escalated Tier 3 support; own issues until resolved or properly escalated.
• Support oversight of outsourced Level 1 helpdesk agents under the Senior Manager: monitor quality, flag issues.
• Track SLA timelines; elevate when deadlines are at risk.
• Conduct root cause analysis on recurring or significant incidents; document findings and corrective actions.
• Communicate with clients during open incidents: status updates, ETAs, resolution confirmation.
• Participate in post‑incident reviews; ensure documentation and follow‑through are complete.
• Escalate confirmed bugs to engineering with full log analysis, reproduction steps, and environment context.

• Serve as point of contact for clients on day‑to‑day operational matters under Senior Manager guidance.
• Prepare and maintain client‑facing documentation: installation guides, onboarding materials, user/admin guides, runbooks.
• Deliver training and daily support to SRIP agents; follow SOPs; keep agents informed of product and process updates.
• Support demo environment setup and maintenance for client evaluations and internal testing.
• Fulfill contract‑defined service obligations across applicable accounts.

• Translate engineering release notes into clear documentation non‑technical stakeholders can act on.
• Create and maintain internal runbooks, SOPs, and operational guides; update as the platform evolves.
• Maintain the team knowledge base: current, organized, accessible.
• Produce and update architecture and deployment diagrams per client environment as configurations change.
• Support compliance and audit documentation to federal and enterprise client standards.
• Execute kiosk imaging, configuration, and deployment for new and replacement units.
• Provision and configure client environments: cloud, on‑prem, and hybrid.
• Document and communicate network and firewall requirements to client IT before deployment.
• Manage staging and production environment readiness for new releases.
• Plan and execute…