Technical Support Engineer

Open - Talentify has a posting for this job. Posted 15 Oct 2026.

This posting

Job Title:
Technical Support Engineer

Job Description

The CSR Engineer serves as a Customer Success Representative, providing end-to-end support for licensing, software, devices, and networking products in a secure environment. This role ensures that customer solutions function correctly, delivers white-glove service, and manages the full lifecycle of support tickets using modern tracking tools. The position is based onsite in Reston, VA and offers a hands-on, friendly culture with ongoing professional development.

Responsibilities

• Provide Tier 1, Tier 2, and Tier 3 technical support with an approximate workload breakdown of 60% Tier 1, 30% Tier 2, and 10% Tier 3.
• Deliver white-glove customer service by managing requests from initial intake through resolution and closure (cradle to grave).
• Support licensing and software for classified environments, ensuring that software, devices, and products are configured correctly and operating properly on the network.
• Troubleshoot and resolve issues related to Cisco licensing and networking products, including routers, switches, and related infrastructure.
• Track, manage, and document tickets primarily in JIRA, with Service Now or similar tools as backup for after‑action data and reporting.
• Monitor ticket data on a weekly and monthly basis to ensure timely closure and accurate reporting of support activities.
• Collaborate with internal teams and contract stakeholders to provide a consistent and high‑quality customer experience.
• Apply help desk best practices with a strong customer focus, positive attitude, and clear communication in all interactions.
• Leverage Salesforce, Service Now, or similar platforms for documentation, tracking, and improving customer experience where applicable.
• Identify opportunities to improve processes, documentation, and support workflows based on ticket trends and customer feedback.
• Participate in regular one‑on‑one meetings, quarterly team meetings, and soft skills training sessions, including public speaking development.
• Maintain professionalism and discretion when working in a secure, onsite environment supporting a single contract.
• Experience providing Tier 1, Tier 2, and Tier 3 technical support, with the ability to handle a majority of Tier 1 issues and elevate or resolve more complex Tier 2 and Tier 3 cases.
• Help desk and customer support experience with a strong customer‑focused mindset and professional attitude.
• Hands‑on experience with ticketing systems, preferably JIRA as a primary platform for tracking and documentation.
• Familiarity with Cisco licensing or comparable licensing models from other vendors.
• Understanding of networking fundamentals, including routers, switches, and general network configuration concepts.
• Ability to manage the full lifecycle of support requests from intake through resolution and closure.
• Strong written and verbal communication skills for documenting issues and interacting with customers and internal teams.
• Bachelors degree (BA/BS) or equivalent combination of education and relevant experience.
• Approximately 5 years of relevant experience preferred, including military experience that aligns with technical support or networking responsibilities.

Additional Skills & Qualifications

• Experience using JIRA for ticket tracking, documentation, and reporting in a technical support or customer success environment.
• Experience with Salesforce or Service Now for tracking, documentation, and after‑action data to enhance customer experience.
• Exposure to Dev Ops practices, scripting, or programming, which may open up additional career paths, though not required for this role.
• Relevant military experience that includes technical…