System Specialist

Simplesense; Denver (CO); Remote; USD 68,000 - 85,000; Full time

Job summary

Join a forward-thinking company as a System Specialist, where you will play a vital role in ensuring customer satisfaction through Tier 1 support. This position involves resolving complex cyber-physical infrastructure issues and collaborating across teams to enhance operational efficiency. With a focus on innovative solutions, you will contribute to troubleshooting playbooks and utilize automation tools to streamline processes. This role offers a unique opportunity to work remotely while being part of a dedicated team that values communication and continuous improvement. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401K Matching

Equity

Qualifications

• Experience in Tier 1/2 support environments with strong troubleshooting skills.
• Aptitude for learning new technologies and systems is essential.

Responsibilities

• Provide Tier 1 help desk support and triage customer support calls.
• Resolve cyber-physical infrastructure outage incidents effectively.

Skills

Customer Relationship Skills

Troubleshooting

Learning New Technologies

Documentation Skills

Communication Skills

Education

Associate’s Degree in Relevant Fields

Tools

Jira Service Manager

Google Workspace

Slack

Confluence

AWS Systems Manager

Splunk

Linux

Cisco

Job description

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Simplesense builds, deploys, and sustains the Installation Resilience Platform that enables mission operators to rapidly adapt and respond. The Platform protects critical infrastructure from cyber attack while unlocking previously siloed information to monitor, diagnose, and improve response times to incidents. Our adversaries rapidly adopt the latest technology: we help defense users respond in kind.

Simplesense is a non-traditional defense contractor and prime on the Air Force's Installation Resilience Operations Command and Control (IROC) program, now expanding to five additional Air Force, Space Force, and Army installations from the initial prototype at Tyndall Air Force Base.

Our team combines over 100 years of direct mission experience solving hard problems with 50 years of technical expertise in deploying DevSecOps, cybersecurity, and cloud infrastructure, giving us a deep understanding of our customers’ missions and end users’ priorities. We build for scale, architecting and prioritizing technical work for long-term sustainability.

Simplesense is seeking a System Specialist to join our remote, US-based team. The System Specialist is a key member of the Operations and Sustainment team, responsible for Tier 1 support to ensure customer satisfaction. The role involves resolving cyber-physical infrastructure issues, troubleshooting across teams, and playing a pivotal role in scaling our support for multiple customers, needs, and locations.

The ideal candidate is an excellent communicator, attentive, efficient, capable of working independently, and skilled at giving and receiving constructive feedback.

Responsibilities:

1. Triage customer support calls to provide Tier 1 help desk support
2. Resolve cyber-physical infrastructure outage incidents
3. Communicate status to customers throughout support ticket lifecycle
4. Identify methods to reduce O&M burden through automation and effective triage
5. Contribute to troubleshooting playbooks
6. Track ticket progress using Jira Service Manager
7. Utilize automation tools to troubleshoot and isolate issues
8. Initiate hardware replacement and provisioning
9. Operate following operational security best practices

Requirements:

• Experience in Tier 1/2 support environments, with troubleshooting and customer relationship skills
• Aptitude for learning new technologies and systems
• Knowledge of Windows, Linux, Cisco, Splunk, AWS Systems Manager
• Experience with hybrid on-premise and cloud infrastructure
• Understanding of networking, security, and monitoring tools
• Comfort with Linux terminal operations
• Associate’s degree in relevant fields
• US Citizenship and ability to obtain DoD NIPR and CAC
• Proficiency with tools like Google Workspace, Slack, Jira, Confluence, Lucid
• OT or ICS experience is a plus
• Strong documentation and communication skills

Competitive benefits including health insurance, dental, vision, 401K matching, and equity. Salary range: $68,000 - $85,000.