Product Support Engineer

Brandes Associates Inc. (BAI) is seeking a Product Support Engineer with 5+ years of experience to join the Agile Empowerment Technologies (AET) product support and sustainment team. The Product Support Engineer supports deployed AET software products used for DoD Organizational Messaging, information sharing, monitoring, and related mission workflows. The ideal candidate will be located within a geographic area which will provide regular work access to the customer location at Annapolis Junction, MD.

This is an onsite operational engineering role focused on customer tier III support, field issue investigation, and documentation. The Product Support Engineer is a customer-facing position which ensures the sustained operations of AET products within the customer environment, coordinates with the AET development and in-service engineering teams to coordinate releases, perform installations, troubleshoot complex issues and act as the day-to-day customer interface.

The ideal candidate is comfortable learning complex software products, customer workflows, system architecture, and operational data formats through formal and on-the-job training.

The typical annual salary range for this position is $ USD to $ USD. Salary will be based on current qualifications, directly related experience, geographic location, and possible contractual requirements which could fall outside of this range.

• Install, update, configure, administer, troubleshoot, and monitor multiple Linux and Windows virtual machines running open-source and custom Java applications
• Work directly with software engineers who develop and design the products as needed, to fix product bugs or other issues that may need additional support
• Test and evaluate new software releases for suitability prior to deploying them in a production environment
• Implement and manage configuration management practices that align with the customer’s enterprise
• Perform on site backup and recovery operations to include disaster recovery
• Provide direct knowledge of customer requirements and ensure that all requirements are being documented and relayed correctly
• Collaborate with engineers and software developers to vet design solutions and ensure the compatibility of system components with the customer’s environment
• Conduct advanced technical troubleshooting to determine what component is failing
• Create and maintain Standard Operating Procedures for uncommon or recurring issues
• Provide weekly status reports on project status, schedule, and issues encountered
• Ability to read and diagnose issues from log files and system errors
• Strong troubleshooting skills
• Experience administering and troubleshooting Java Applications
• Knowledgeable and comfortable with the Linux Command Line (Bash)
• Bash Scripting
• Able to read Java Script
• Able to execute entry level SQL Queries with MySQL or MSSQL
• Experience installing, configuring, or maintaining web servers like Jetty, Apache, or IIS
• Clear understanding of networking, sockets, and web methods
• Strong understanding of PKI, certificate, and key management
• Five (5) years of relevant work experience in a customer facing role as a system integrator, system administrator, or system engineer
• DoD 8140 Compliant certifications (CompTIA Network+ or CompTIA Security+)

• DoD organizational messaging experience is very desirable

Degree:
Bachelor’s degree in Computer Science, Cybersecurity, Information Technology, Information Systems, Computer Information Systems, Software Engineering, or a closely related technical field. Allowable Substitution:
Four additional years of directly relevant technical experience may be substituted for a bachelor’s degree. An associate degree in a related technical field plus two additional years of directly relevant technical experience may also substitute for the bachelor’s degree. Relevant military technical training, DoD operational messaging experience, industry certifications, or equivalent technical training may be considered when combined with demonstrated hands‑on experience supporting, administering, troubleshooting, integrating, or sustaining mission software systems.

Substitution experience…