Associate Technical Support Engineer

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Washington, DC, US

5 days ago Requisition

Salary Range: $80,933.00 To $92,563.00 Annually

Department: Customer Support

Reports To: Sr. Manager of Customer Support

The Associate Technical Support Engineer is the first point of contact for our government customers using our suite of applications. Your primary goal is to provide exceptional customer service by addressing everyday technology questions and basic troubleshooting needs. You will focus on identifying user issues, resolving known problems, and ensuring that complex technical requests are documented and handed off to our specialized Tier 2 team when necessary.

Location Preference: Priority consideration will be given to candidates located in the DMV (D.C., Maryland, Virginia) area. Applicants outside the region may also be considered based on qualifications and hiring needs.

Remote Work Eligibility: This role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TX, VA, WA, WI, WV, WY. Applicants must reside in one of these states at the time of hire and throughout employment.

If you live outside these states, unfortunately we’re not able to consider your application at this time.

Compensation: Salary Range:

• DMV Area: $80,933-$92,563
• National (Outside DMV): $72,709-$83,158

Compensation will be based on experience, qualifications, and location.

• First-Response Support:
  Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues.
• Basic Troubleshooting:
  Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors.
• Account Management:
  Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces.
• Incident Documentation:
  Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system to ensure clear records for our team.
• System Monitoring:
  Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members.
• Customer Interaction:
  Effectively communicate with end users to understand their needs, providing "white-glove" service to ensure they can navigate our software smoothly.
• Tier 2 Coordination:
  Identify complex issues that require backend intervention and elevate them to the Tier 2 team with a clear summary of the steps already taken.
• Project Support:
  Support Customer Success Managers and Project Managers by providing updates on current support tickets and helping track overall project progress for our clients.
• Internal Communication:
  Participate in cross-departmental emails and follow-ups to ensure that no customer request is left unanswered.

• Continuous Learning:
  Stay up-to-date on new features and updates across the Casepoint platforms through regular training.
• Software Testing:
  Participate in basic testing of new software releases to provide feedback on the user experience and help identify potential bugs before they reach the customer.
• Knowledge Sharing:
  Help maintain the internal knowledge base by documenting new solutions to common questions.

• Education:
  
  Degree in Information Technology, a related field, or equivalent hands‑on experience in a customer‑facing technical support role.
• Problem‑Solving
  
  Skills:
  
  A natural curiosity and ability to walk users through step‑by‑step instructions to resolve software questions.
• Communication:
  Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers.
• Software Familiarity:
  Experience or a strong interest in supporting government‑specific software and a quick ability to learn…