Customer Service Engineer

Customer Service Engineer

Position Summary: The Customer Service Engineer (CSE) is a key personnel role responsible for delivering a high‑quality customer experience across the AWAKEN Enterprise. This role leads multi‑channel customer engagement, manages the AWAKEN user‑facing web portal and service catalog, oversees helpdesk ticket operations, and drives continuous improvement of customer support processes. The CSE serves as the primary bridge between end users, technical teams, and Government stakeholders—ensuring customer needs are accurately captured, translated, and addressed.

This role combines customer‑facing leadership, requirements analysis, process development, and hands‑on service delivery oversight to ensure AWAKEN meets AETC’s standards for performance, responsiveness, and user experience.

The Customer Service Engineer ensures AWAKEN remains a customer‑focused, user‑friendly, and mission‑aligned enterprise network, directly supporting thousands of Airmen across AETC’s training landscape. By leading customer interaction, service catalog management, and ticketing operations, the CSE provides the high‑touch support experience necessary for modernizing AETC’s learning ecosystem.

• Lead AWAKEN’s multi‑pronged customer engagement strategy, including web‑based outreach, phone support coordination, and proactive user interaction.
• Manage the AWAKEN web portal, ensuring accurate publishing of service offerings, support resources, system information, and helpdesk access paths.
• Maintain and update the customer‑facing service catalog (.mil URL), including standard offerings, pricing, support options, and ticket submission channels.
• Serve as the primary point for collecting user input, feedback, and requirements, ensuring customers understand available AWAKEN services and processes.

• Oversee the AWAKEN helpdesk ticket lifecycle across Tier 1, Tier 2, and Tier 3 engineering support.
• Ensure tickets are triaged, assigned, tracked, and resolved in alignment with SLAs and customer urgency.
• Provide reporting and trend analysis on ticket volumes, recurring issues, and customer satisfaction.
• Support implementation of an enterprise‑grade ITIL‑aligned ticketing system (e.g., Service Now) and ensure users can easily submit electronic tickets.

• Engage directly with users to understand operational needs and ensure those needs are accurately documented and sized for engineering teams.
• Collaborate with technical teams to validate requirements, identify the correct services, and ensure deliverables meet customer intent.
• Develop and distribute customer surveys to measure satisfaction, identify service improvements, and support PMR reporting.

• Implement and maintain customer‑facing SOPs, support documentation, and service workflows.
• Track and report performance metrics related to customer service availability, responsiveness, and ticket resolution efficiency.
• Work closely with Program Manager and Government Technical Leads to resolve escalations and improve service delivery.
• Identify recurring issues or systemic gaps and recommend process improvements across helpdesk, network operations, and engineering teams.

• Act as the liaison between users and technical groups to ensure solutions meet mission and training requirements.
• Assist in preparing customer‑related inputs for PMRs, CCBs, deployment planning, and enterprise architecture discussions.
• Ensure Government personnel have access to customer support tools and relevant dashboards as required.

• Bachelor’s degree in Information Technology, Communications, Business, or equivalent experience.
• 5+ years supporting customer‑facing IT operations in enterprise, DoD, or federal environments.
• Experience with ITIL or ITSM frameworks and ticketing systems (Service Now preferred).
• Strong communication skills with ability to clearly engage and support users across varying technical backgrounds.
• Demonstrated experience in documenting requirements, improving…