Technical Support

The Opportunity

You’ll serve as a frontline technical expert supporting Counter‑UAS customers in high‑consequence environments, providing rapid, mission‑critical troubleshooting over the phone and guiding users through complex issues without visual aids. In this role, you’ll manage the full lifecycle of support tickets in Jira Service Management, maintain clear communication with customers and internal teams, and contribute to high‑quality documentation and knowledge‑sharing across the program.

You’ll collaborate closely with engineering, Dev Ops, DSP, and field support teams to resolve challenging technical issues, identify trends, and improve support processes. As the primary point of contact for a designated customer group, you’ll build deep familiarity with their operational needs while delivering reliable, customer‑focused support that directly enhances mission success.

• Support customers over the phone to diagnose and resolve hardware, software, and network issues in a timely manner
• Ability to triage incidents and escalate complex issues to higher tier support teams as needed
• Be able to work in a “theater of the mind”. Customers operate in a closed environment with little to no remote connectivity or ability to provide screenshots; must be able to visualize what the customer is seeing and relays directions to navigate them through troubleshooting through resolution

• Work with Jira Service Management database to document, maintain, and track issue tickets from start to resolution
• Ensure timely follow‑up with customers and internal resources throughout the lifecycle of each ticket
• Effectively document and communicate the status of tickets with team members and project managers

• Create and maintain accurate and up‑to‑date technical documentation of solutions and knowledge base articles in Confluence
• Thoroughly document troubleshooting steps performed with customers in Jira Service Management
• Contribute to the maintenance of standard operating procedures (SOPs)

• Work closely with other functional support teams (Dev Ops, System Engineers, Digital Signal Processing, Field Service Reps) to address technical issues and support project goals
• Provide periodic reports and metrics following an established schedule and by request to Program teams
• Specialize in a designated group of customers where you thoroughly understand their needs and serve as the primary contact for Corian Service Desk to those assigned projects and their Project Managers

• Ability to obtain an Active Secret clearance
• Minimum of two years of experience in a Help Desk or similar Customer Service role
• Experience with Microsoft Office Suite, RHEL 7/8 Linux, and common troubleshooting tools
• Strong knowledge of hardware, software, and networking fundamentals
• Excellent professional communication and interpersonal skills
• Strong problem‑solving, analytical and critical thinking skills
• Ability to work autonomously and effectively in a fast‑paced team environment
• Possess strong customer service skills with a focus on customer satisfaction
• Excellent documentation skills
• Flexibility and the desire to work as a team to meet common goals

• Familiarity with Atlassian tools such as Jira, Confluence, and Jira Service Management
• Active Secret clearance

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities.

Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

$49,900 - $100,000

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.