Support Engineer

• Build, debug and support real-time actionable mapping solutions that are highly reliable, innovative and high performance
• Support real-time in-field image edge processing
• Design, implement and deploy front-end elements, REST-based back-end services and database design schemas across TerraClear’s application stack
• Partner with Product Management and Software Engineering team members to review application functionality requirements and interface design
• Ensure applications remain current with major third-party dependency releases and current design/implementation practices
• Work in an Agile environment to prioritize tasks and deliver technical milestones on schedule

Junior Software Development, Tech Support Engineer

• Troubleshoot, service, and repair a wide variety of computer hardware, software, and AV equipment
• Provide IT support to customers and respond to service requests
• Find fixes, workarounds, and final solutions through troubleshooting
• Maintain support logs and issue tracking
• Provide instructions to users on applications and equipment
• Perform initial system configuration of computers, peripheral equipment, and software
• Develop standard guidelines for self-help and responding to customer requests
• Respond to tickets according to established guidelines
• Record, track, and document help desk request problem-solving processes through final resolution
• Respond to requests and issues in a timely manner
• Repair and replace equipment as needed
• Provide onsite and remote support to end users
• Escalate and coordinate out-of-scope technical issues
• Assess needs and recommend hardware or software
• Enter purchase requisitions as necessary

IT Support Technician Level 3

• Serve as the first point of contact for customers experiencing challenges navigating and implementing Data 360 and Agentforce products
• Develop and maintain technical expertise in Salesforce Data 360 and Agentforce
• Analyze, troubleshoot, and solve customer issues
• Provide feature explanations and best practices
• Manage customer expectations and the customer experience to maximize customer satisfaction
• Actively maintain and participate in job-related training activities
• Research, document, and prioritize customer issues
• Leverage internal tools and escalation teams as necessary
• Prioritize and manage time effectively in a fast-paced environment
• Multitask and perform effectively under pressure
• Create and curate knowledge content

Technical Support Engineer – Agentforce, Data 360

• Provide shift-based, white-glove Tier 3 support for FAA executives and executive support teams
• Troubleshoot and resolve advanced issues involving Exchange Online, Outlook Web Access, Microsoft Teams, Microsoft 365 applications, Planner, Whiteboard, integrated Power Platform solutions, Google Gemini, and Google NotebookLM
• Serve as primary owner of complex support incidents
• Coordinate escalations to internal engineering teams, Microsoft, technology vendors, and FAA support organizations
• Provide ongoing Tier 3 support for executive and non-executive users
• Create, review, update, and maintain SOPs, Work Instructions, KBAs, and Job Aids
• Develop, maintain, and enhance scripts supporting operational processes
• Improve support workflows through automation and process enhancements
• Document and present new issues, resolutions, and best practices to the broader support organization
• Develop and maintain ServiceNow reports
• Support Collaboration Services initiatives, projects, planned testing, and ad hoc operational requirements
• Participate in rotating weekend on-call system checks as needed
• Support collaboration platforms serving more than 60,000 FAA employees and contractors
• Partner with Microsoft, engineering teams, and organizational stakeholders to deliver exceptional customer experiences

Support Engineer jobs in Washington

Junior Software Development, Tech Support Engineer

IT Support Technician Level 3

Technical Support Engineer – Agentforce, Data 360

Tier 3 Support Engineer – Microsoft 365, Executive Collaboration Services