Software Support Engineer

Cydecor, Inc.; Norfolk (VA); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health and Dental Insurance

Short-Term & Long-Term Disability

401(K) with company match

Paid Time Off (PTO)

Short-Term Disability

Long-Term Disability

401(K) + company match

Paid Time Off

Paid Company Holidays

Professional Development

Job summary

A leading Federal Government solutions provider in Norfolk, VA is seeking a Software Support Engineer to provide technical support for the Navy Readiness Reporting Enterprise (NRRE). Candidates should have at least 3 years of experience with web-based applications and must possess an active Secret-level security clearance. This role includes troubleshooting software issues, supporting end-users, and ensuring optimal software performance. Comprehensive benefits package offered.

Qualifications

• At least 3 years of experience providing user support.
• Active Secret-level security clearance required.
• Excellent time management skills for task prioritization.
• Strong verbal and written communication to stake holders and users.
• Excellent time management and ability to handle multiple requests in a fast-paced environment.

Responsibilities

• Assist Navy personnel with software installation and configuration.
• Diagnose and resolve software issues by analyzing logs.
• Develop user guides and maintain knowledge base articles.
• Communication with Stakeholders: Serve as primary contact for users and provide status updates.
• Software Testing and Validation: Help test releases and patches for NRRE system stability.
• Documentation: Develop user guides, FAQs, and knowledge base articles.
• System Monitoring: Monitor NRRE performance and detect potential problems early.
• Training: Provide training to Navy personnel and end users on NRRE software.
• Operations: Support contract team system access and related tasks.

Skills

User support for web-based software

Documentation and reporting

Verbal and written communication

Time management

Time management

System troubleshooting

Education

Bachelor’s or Associate degree

Tools

Microsoft Office Suite

Microsoft SharePoint

Job description

Cydecor is a premier Federal Government solutions provider, delivering differentiated innovations in mission systems and business platforms. We leverage leading-edge secure systems and software development, backed by industry-leading subject matter expertise, and business intelligence to enable decision-support and remain ahead of ever-evolving national security challenges.

Our success rests squarely on three bedrock principles: People, our center of gravity; Mission, what inspires us; and an unyielding commitment to Excellence, what separates us.

The Navy Readiness Reporting Enterprise (NRRE) is seeking a Software Support Engineer to join our team in Norfolk, VA.

In this role, you will provide essential technical support for the NRRE system by working closely with end-users, development teams, and system engineers to troubleshoot, resolve, and optimize software performance.

Ideal candidates will be adept in managing user issues and system integration while maintaining a high level of security and operational efficiency.

Job Responsibilities:

• Technical Support: Assist Navy personnel and other stakeholders with NRRE software issues, including installation, configuration, and usage-related concerns.
• Issue Troubleshooting & Resolution: Diagnose and resolve software issues by analyzing logs, debugging, and working with development teams to implement fixes.
• Bug Identification and Reporting: Identify software bugs, document them, and collaborate with the development team to ensure timely resolution.
• Communication with Stakeholders: Serve as the primary point of contact for users, providing updates and guidance regarding issue resolution.
• Software Testing and Validation: Help test new releases and patches to ensure system stability and functionality within the NRRE environment.
• Documentation: Develop and maintain user guides, FAQs, and knowledge base articles to support NRRE users.
• System Monitoring: Proactively monitor NRRE software performance, ensuring early detection and resolution of potential issues.
• Collaborating with Development Teams: Work closely with software developers to understand system architecture and provide feedback based on user needs.
• Collaborating with System Engineering Team: Coordinate with system engineers to address hardware, network, and system infrastructure issues impacting software performance.
• Training: Provide training to Navy personnel and other end-users to ensure their effective use of the NRRE software.
• Operations: Execute tasks related to the contract team system and facility access requests. Perform other functions in support of the Operations Manager as required.

Requirements:

• At least 3 years of experience supporting users of web-based software applications.
• Proficiency with performing documentation, reporting, and communication tasks using Microsoft Office suite (e.g., Word, Excel, PowerPoint, and Outlook).
• An active, Secret-level security clearance - required for handling sensitive or classified information.
• Keen verbal and written communication skills - must be able to clearly communicate technical details and solutions to both technical and non-technical stakeholders.
• Excellent time management skills - ability to prioritize tasks, manage multiple support requests, and meet deadlines in a fast-paced and secure environment.

Preferred Qualifications:

• Experience with Navy Readiness Reporting: Familiarity with Navy readiness reporting systems is highly desirable, aiding in understanding the specific needs of NRRE users.
• Previous software support experience supporting Navy operational users.
• Prior experience in software support roles, particularly in a defense or military setting is preferred and will be beneficial in troubleshooting and resolving issues efficiently.
• Experience using Microsoft SharePoint for Knowledge Management tasks.

Security Clearance:

• Interim or Active DOD SECRET

Education:

• Bachelor’s or Associate degree preferred.

Work Schedule:

M-F, hours range from 0400-2000. A couple of hours during the weekend every 5-6 weeks.

Cydecor Benefits:

Cydecor offers a comprehensive compensation package including Health and Dental Insurance, Vision and Life Insurance, Short-Term & Long-Term Disability, 401(K) + company match, Paid Time Off (PTO), Paid Company Holidays, Professional Development and more.

Equal Employment Opportunity Statement

Cydecor is an Equal Employment Opportunity/Affirmative Action Employer (EEO/AA). All employment and hiring decisions are based on qualifications, merit, and business needs without regard to race, religion, color, sexual orientation, nationality, gender, ethnic origin, disability, age, sex, gender identity & expression, veteran status, marital status, or any other characteristic protected by applicable law.

If you are a qualified individual with a disability and/or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site because of your disability. You can request assistance by contacting [e-mail] or calling 703-884-2105.