Production Support Technician

C. Mack Solutions

Production Support Technician providing Tier 2 remote support for CBP applications. Collaborating with development teams and creating knowledge base articles.

Posted 4/24/2026full-timeAshburn • Virginia • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Provide Tier 2 remote support for end users
Troubleshoot CBP applications and software issues
Develop knowledge base and training materials
Collaborate with application development teams
Act as a liaison between help desk and clients
Lead initiatives to improve help desk processes

Requirements

What you’ll need

U.S. Citizenship is required
Current Full CBP BI
Bachelor’s Degree or equivalent experience
Minimum 1 year of Help Desk or related technical experience
Experience using a service desk ticketing system
Advanced support for end-user applications/software issues
Experience working with development teams
Documentation and problem tracking skills
ITIL Certification or other technical certifications

Benefits

Comp & perks

Health insurance
Professional development
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingend-user supportdocumentation skillsproblem trackingservice desk ticketing systemapplication support

Soft Skills

collaborationcommunicationleadershipprocess improvement

Certifications

ITIL Certificationtechnical certifications