Customer Support Engineer

A3T•Arlington, VA

About The Position

As the Customer Support Engineer (CSE), you will act as a model of customer service excellence to all organizational staff members in ITS/DMM Systems Analysis & Management task area. You will be responsible for providing technical, analytical, and operational support for the Integrated Tracking System (ITS), Digital Mail Modernization (DMM), BearTracks, and WebDOX applications. The CSE plays a pivotal role in ensuring system readiness, supporting users, coordinating updates and issue resolution, and maintaining strong relationships with Government stakeholders. This role serves as the operational bridge between DISA/JSP IT teams, system users, leadership, and Bear River Associates’ engineering and DevOps teams, ensuring consistent service delivery, compliance, and customer satisfaction in a secure DoD environment.

Requirements

Shall possess, at time of award, an Active Secret security clearance.
Provide customer support engineering services.
Support ITS/DMM operational readiness, user support, training, documentation, and coordination activities.
Strong customer service orientation
Proven analytical and problem-solving abilities
Ability to prioritize and execute tasks in a high-pressure operational environment
Strong written, oral, and interpersonal communication skills
Ability to research application and data issues and recommend effective solutions
Ability to present technical information in business- and user-friendly language
Highly self-motivated with keen attention to detail
Team-oriented and effective in collaborative environments
Required Education : Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent experience in lieu of education.
Required Experience: 7 or more years of experience in technical support, systems analysis, or IT service delivery within a DoD or federal environment.
Experience supporting enterprise applications and working directly with end users.
Certifications: DoDM 8140.03 compliant certification preferred (e.g., Security+, CASP+).

Nice To Haves

Preferred Certifications: ITIL, Security+, or other DoD-recognized IT or cybersecurity certifications.

Responsibilities

System & Application Support Provide on-site and remote technical support for ITS, DMM, BearTracks, and WebDOX applications across WHS, DISA, and other DoD components.
Perform backend system administration, including application configuration, system patching, upgrades, and troubleshooting in secure environments.
Support SQL Server administration and data-level troubleshooting, including performance monitoring and data integrity validation.
Support front-end application troubleshooting by analyzing HTML, CSS, and JavaScript components impacting user interface behavior.
Support server and application integration, ensuring reliable communication between ITS/DMM components and dependent systems
Deliver Tier II and Tier III user support, resolving issues related to data setup/imports, user access, workflow configuration, and application functionality.
Coordinate with Bear Rivers software engineers on application patches, version upgrades, and configuration updates to ensure successful implementation with minimal user disruption.
Support Authority to Operate (ATO) sustainment activities for the ITS/DMM systems in accordance with DoD RMF requirements.
Conduct vulnerability analysis and assist with remediation of findings identified through ACAS scans, STIG checklists, and security assessments.
Collaborate with Bear River Associates’ DevOps and engineering teams to troubleshoot and resolve system or application issues not locally resolved.
Monitor operational health and performance of ITS/DMM applications and escalate issues to appropriate Government or contractor stakeholders as needed.
Customer Support & Troubleshooting Respond to WHS and DISA service requests within defined service-level timelines.
Document troubleshooting steps, root causes, and resolutions to support a reusable knowledge base and reduce recurring issues.
Ensure consistent troubleshooting approaches and communication across Government and contractor teams.
Coordinate with subcontractor vendors to maintain operational readiness of hardware and software systems, ensuring minimal service disruption.
Team & Operational Management Provide operational support and coordination in collaboration with Bear River Product Operations Specialist (POS) personnel, ensuring quality, consistency, and timely execution of user support and data management tasks.
Coordinate daily tasking, workload prioritization, and quality assurance activities for operational support functions.
Support continuous improvement of operational workflows and customer support processes.
Training & Documentation Management Conduct end-user and system administrator training sessions for ITS, DMM, BearTracks, and WebDOX applications, tailored to user roles and mission requirements.
Develop, maintain, and update Standard Operating Procedures (SOPs), user guides, and training documentation to reflect current system versions and workflows.
Coordinate training updates and documentation releases following system updates, patches, or enhancements.
Participate in program reviews, providing written input on training activities, documentation updates, and user support performance.
Systems Analysis & Program Support: Perform data setup, imports, validation, and analysis to ensure accurate system operation and reporting.
Maintain configuration documentation, schedules, and tracking artifacts related to ITS/DMM updates and enhancements.
Assist Government program managers with change request tracking, reporting deliverables, and system documentation.
Provide recommendations to improve application workflows, system usability, and training effectiveness.