System Specialist

SimpleSense Inc.; United States; Remote; USD 68,000 - 85,000; Full time

Job summary

Join a forward-thinking company as a System Specialist, where you will play a pivotal role in ensuring customer satisfaction through Tier 1 support. This dynamic position involves resolving cyber-physical infrastructure issues and collaborating across teams to enhance operational efficiency. With a focus on customer relationship management and effective communication, you'll contribute to the development of troubleshooting playbooks and utilize automation tools to streamline processes. If you're passionate about technology and eager to make an impact, this role offers a unique opportunity to grow in a supportive environment while working remotely.

Benefits

Medical Insurance

Dental Coverage

Vision Coverage

401K Matching

Equity

Life Insurance

Short-Term Disability

Medical Travel Coverage

Qualifications

• Experience in Tier 1/Tier 2 support with strong troubleshooting skills.
• Knowledge of Windows, Linux, and networking concepts.
• Ability to use Simplesense IT Systems effectively.

Responsibilities

• Provide Tier 1 help desk support and triage customer support calls.
• Resolve cyber-physical infrastructure outage incidents.
• Track ticket progress using Jira Service Manager.

Skills

Troubleshooting

Customer Relationship Management

Learning New Technologies

Documentation

Communication

Education

Associate’s Degree in Computer Science

Software Engineering

Information Systems

Tools

Jira

Google Workspace

Slack

Confluence

AWS Systems Manager

Splunk

Linux

Cisco

Job description

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, which is now expanding to five additional Air Force, Space Force, and Army installations from the one prototype installation, Tyndall Air Force Base.

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

Simplesense is looking for a System Specialist to join our remote, US-based team. The System Specialist is a key member of the Operations and Sustainment team ensuring customer satisfaction by providing Tier 1 support. The System Specialist is responsible for resolving cyber-physical infrastructure problems, working across multiple teams to troubleshoot and quickly identify solutions. The System Specialist will play a pivotal role in scaling our team to support multiple customer sets, needs, and locations.

The ideal candidate is an excellent communicator, attentive, and efficient. They can complete work skillfully and independently. The System Specialistmust be good at giving and receiving constructive feedback.

Responsibilities:

• Triage customer support calls to provide Tier 1 help desk support.
• Resolve cyber-physical infrastructure outage incidents.
• Communicate status to customers throughout the lifecycle of a support ticket.
• Identify methods to reduce overall O&M burden through automation and effective triage.
• Contribute to troubleshooting playbooks.
• Track ticket progress using Jira Service Manager.
• Utilize software automation tooling to troubleshoot and isolate technical issues.
• Initiate infrastructure hardware replacement and provisioning.
• Operate with operational security best practices.

Requirements:

• Experience working within a Tier 1 / Tier 2 environment, balancing troubleshooting and customer relationship experience.
• Aptitude for learning new technologies and integrated systems.
• Knowledge of one or more of the following technologies: Windows, Linux, Cisco, Splunk, and AWS Systems Manager.
• Experience maintaining a hybrid of on-premise infrastructure and cloud services.
• Knowledge of networking concepts, security best practices, and monitoring tools.
• Comfortable performing operations with the Linux terminal.
• Associate’s degree in Computer Science, Software Engineering, Computer Engineering, Information Systems, or similar.
• Must be a US Citizen and able to obtain a DoD NIPR account and Common Access Card (CAC).
• Ability to effectively use Simplesense IT Systems (Google Workspace, Slack, Jira, Confluence, Lucid for virtual whiteboards).
• Operational Technology(OT) or Industrial Control Systems (ICS) experience.
• Strong documentation and communication abilities.

Competitive benefits package including equity

• Medical, Life, Short-Term Disability, and AD&D insurance
• Medical travel coverage
• Dental coverage
• Vision coverage
• 401K matching
• Equity

Salary Range:$68,000-$85,000