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Role Description

The Technical Support Engineer (T2) is a specialized technical resource within Casepoint’s Government team, focused on providing high-level technical support for our suite of government applications. This role ensures the technical stability, performance, and availability of the software platforms that government agencies rely on to fulfill their mandates. As a Tier 2 engineer, you will resolve escalated technical incidents that require deep system investigation and administrative configuration.

What You’ll Do:

• Application & System Support: Diagnose and resolve "jobs pending" or "jobs failing" incidents by performing targeted application service restarts (IIS) within hosted customer environments to restore platform functionality.
• Legacy Data Ingestion Support: Facilitate cloud-based data setup and EDR (Electronic Data Retrieval) uploads for customers maintaining legacy versions, ensuring successful data availability within the platform.
• Service & Performance Management: Actively monitor and administer Casepoint applications, including running performance and capacity reports to diagnose and resolve failed processes.
• Technical Configurations: Execute technical setups for API installations and platform integrations for government workflows.
• Advanced Troubleshooting: Troubleshoot, research, diagnose, and resolve escalated incidents where standard front-end interventions are insufficient.
• Identity & Access Support: Configure SAML/SSO for hosted environments, including troubleshooting lockouts and managing the placement of Pay.gov and Login.gov certificates.
• Government Software Expertise & Administration: Act as the primary technical expert on Casepoint solutions, advising both internal teams and government customers during complex issue resolution.
• Administrative Access Recovery: Manage high-level security overrides, including unlocking administrative accounts and performing password resets for users locked out of FX and Pal configuration applications.
• End-User Technical Support: Respond to end users on technology-related issues and questions, capturing detailed information regarding the issue and resolutions in the ticket tracking system.
• Incident Lifecycle Management: Work directly with customers to reproduce technical issues, capturing detailed diagnostic information to develop comprehensive root cause analyses.
• Platform Evolution: Stay up-to-date on skills and knowledge with new developments across the Casepoint platforms.
• Testing & Evaluation: Participate in the testing and evaluation of Casepoint applications and outside utilities to provide input on system integration.
• Strategic Leadership & Coordination: Provide technical leadership during meetings with Customer Success Managers and Project Managers to iron out technical details and help them track project progress.
• Cross-Functional Collaboration: Coordinate with internal teams (Information Services, Product, Customer Services) to ensure system issues are resolved in a timely manner.
• Communication Management: Manage internal and cross-departmental communication for given projects, including email responses and follow-ups.
• Operational Flexibility: Perform day-to-day task technical support needs and other duties as assigned to support the evolving needs of government customers.

Qualifications

• Education: Degree in Computer Science, Information Technology, or an equivalent combination of education and experience.
• Specialized Knowledge: Demonstrated familiarity with the technical requirements of supporting government-specific software.
• Technical Proficiency: Proven ability to diagnose and resolve complex incidents involving web servers (IIS), database queries, and identity providers (SAML/SSO).
• Communication: Exceptional oral and written communication skills with the ability to lead technical discussions with government clients.
• Citizenship: US Citizenship (non-dual) is required by government contract.
• Clearance: Ability to obtain and maintain a Public Trust or higher clearance.

Work Location & Flexibility

We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, D.C., DE, FL, GA, IL, IN, KS, KY, MA, MD, MI, MN, NC, NH, NJ, NY, OH, OR, PA, SC, TX, VA, WA, WI, WY. If you live outside these states, unfortunately we’re not able to consider your application at this time.