OPEXUS

Associate Technical Support Engineer

OPEXUS

full-time

Posted on:

Location Type: Hybrid

Location: Washington • Arizona • California • United States

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Salary

💰 $70,000 - $85,000 per year

About the role

  • Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues.
  • Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors.
  • Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces.
  • Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system.
  • Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members.
  • Effectively communicate with end users to understand their needs, providing "white-glove" service.
  • Identify complex issues that require backend intervention and escalate them to the Tier 2 team with a clear summary of the steps already taken.
  • Support Customer Success Managers and Project Managers by providing updates on current support tickets and tracking overall project progress for clients.
  • Participate in cross-departmental emails and follow-ups to ensure no customer request is left unanswered.
  • Stay up-to-date on new features and updates across the Casepoint platforms through regular training.
  • Participate in basic testing of new software releases to provide feedback on user experience and help identify potential bugs before they reach the customer.
  • Help maintain the internal knowledge base by documenting new solutions to common questions.

Requirements

  • Degree in Information Technology, a related field, or equivalent hands-on experience in a customer-facing technical support role.
  • A natural curiosity and ability to walk users through step-by-step instructions to resolve software questions.
  • Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers.
  • Experience or a strong interest in supporting government-specific software and a quick ability to learn new applications.
  • US Citizenship (non-dual) is required by government contract.
  • Ability to obtain and maintain a Public Trust or higher clearance.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingsoftware testingticket trackinguser permissions managementaccount access managementproblem diagnosiscustomer issue resolutionapplication interfacesknowledge base documentation
Soft Skills
communicationpatienceclaritycustomer servicecuriosityproblem-solvingcollaborationattention to detailescalationfollow-up
Certifications
Public Trust clearance