Product Support Engineer

CACI International Inc

full-time

Posted on: 9/24/2025

Origin: • 🇺🇸 United States • Virginia

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💰 $51,800 - $106,200 per year

Junior

AngularAWSServiceNowSpringSpring BootSpringBoot

About the role

Provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software
Research, reproduce, diagnose, and resolve issues using TEAMS and ServiceNow
Communicate technical information to users in a manner they understand and provide clear instructions for resolution
Establish a timely process for problem recognition, research, isolation, resolution, and follow-up
Lead or contribute to IT projects such as system upgrades, migrations, regression testing and confirming new deployments for functionality
Develop and maintain knowledge base articles, training materials, and documentation for the help desk team
Define and strategize Incident, Knowledge, and Problem management across a large-scale organization
Collaborate with application development teams to identify and correct core problems often due to platform/application upgrades and change request deployments
Apply comprehensive knowledge of end user business applications/software and act as liaison between the help desk and enterprise clients
Lead initiatives to improve help desk processes, efficiency, and customer service quality
Participate in on-call rotation as required for supported applications

Must be a U.S. Citizen with the ability to pass CBP background investigation (3-year check for felony convictions; 1 year check for illegal drug use; 1 year check for misconduct such as theft or fraud)
Bachelor’s Degree or equivalent experience and minimum 1 or more years of Help Desk or related technical experience (experience considered in lieu of degree)
Experience using a service desk ticketing system
Experience providing advanced support to end-users spanning a variety of application/software issues
Experience working with a development team in identifying, researching, and resolving advanced application software issues
Experience documenting, tracking, and monitoring the problem to ensure a timely resolution
Demonstrated Incident, Knowledge, and Problem Management
Available for an on-call rotation depending on the application that is supported
Experience with ServiceNow
Desired: Designing and Developing the Angular front end; HTML/CSS; 3rd party UI component libraries such as Syncfusion; Spring Boot (Spring Data, Spring Security); Chat (XMPP); AWS S3; Video Streaming
Experience or education with information systems analyst or business analyst work
ITIL Certification or other Technical Certifications
Strong, active listening skills
CBP, DHS, Border Patrol Systems or Tier 2 Application Support experience