Technical Support Engineer (Junior to Senior)

Interclypse, Inc.; Annapolis (MD); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

PTO

401K match

Health Insurance

HSA

Life Insurance

Disability Insurance

Educational support

Mentorship

Job summary

Interclypse, Inc. is hiring a Technical Support Engineer (Junior to Senior) in Annapolis Junction, MD. You will be the primary technical contact, diagnosing issues by inspecting XML and JSON data, guiding customers through configurations, and collaborating with product and engineering to improve the service.

The role emphasizes end‑to‑end problem ownership, clear communication, and proactive knowledge sharing to prevent recurring issues and enhance the customer experience.

Qualifications

• Bachelor’s degree in computer science, engineering, or a related field.
• Experience in a customer‑facing technical role.
• Ability to read, interpret, and debug XML and JSON data.

Responsibilities

• Serve as the primary technical point of contact for customers via phone, email, and screen‑share.
• Troubleshoot XML/JSON data, inspect payloads and logs to isolate root causes.
• Reproduce issues, document findings, and escalate with a complete investigation when needed.
• Guide customers through configuration, data formatting, and integration questions.
• Translate technical findings into clear, actionable information for customers.

Skills

XML

JSON

Customer facing

Troubleshooting

Communication

Multitasking

Education

Bachelor's degree in computer science or related field

Tools

Jira

Zendesk

ServiceNow

REST APIs

Job description

All Jobs > Technical Support Engineer (Junior to Senior)

Technical Support Engineer (Junior to Senior)
Annapolis Junction, MD

Description

Welcome to Interclypse, where innovation meets passion. Every team member is a vital piece of our success story. We are not just a company; we are a dynamic community driven by the shared vision of redefining excellence. At Interclypse, you will find more than a career – you will discover a vibrant ecosystem where your talents celebrated, your ideas embraced, and your potential achieved. Every Interclypse team member can benefit based on their efforts and collectively benefit through the overall company’s success. Join our mission to have a positive transformational impact on society, community, industry, and individuals by always “Doing What is Right”. Together, let's pioneer a future where greatness is not just achieved, but exceeded.

To actualize this vision, Interclypse employs a growth mindset culture that empowers employees to rise in their careers by providing them with tools, mentorship, and a supportive environment to ensure long‑term success.

We are hiring for this role at multiple levels. Whether you're early in your career with strong instincts and a hunger to learn, or a seasoned support engineer who has seen it all, we'd like to hear from you. Title, responsibilities, and compensation will be aligned to your experience.

About the Role

Sofiac customers count on our product every day — and when something doesn't work the way they expect, you're the person they'll trust to figure out why. We're looking for a Technical Support Engineer who is equal parts problem solver and communicator: someone who can sit with a customer, understand their issue in their own words, then roll up their sleeves and dig into XML and JSON data to find the root cause.

This is not a scripted, ticket‑queue support job. You'll own problems end to end — from the first customer conversation through investigation, resolution, and the follow‑up that confirms the fix. You'll also be the voice of the customer back to our product and engineering teams, helping Sofiac get better with every issue you solve.

What you will do

• Serve as the primary technical point of contact for Sofiac customers, handling inquiries and issues by phone, email, and screen‑share with professionalism and empathy
• Troubleshoot and debug customer‑reported problems, including inspecting and analyzing XML and JSON data files, payloads, and logs to isolate root causes
• Reproduce issues, document findings clearly, and either resolve them directly or elevate to engineering with a complete, well‑organized investigation
• Guide customers through configuration, data formatting, and integration questions
• Translate technical findings into plain language customers can understand and act on
• Identify recurring issues and contribute to knowledge base articles, FAQs, and internal runbooks
• Partner with the product team to relay customer feedback, pain points, and enhancement ideas

What we are looking for (All Levels)

• Experience in — or demonstrated aptitude for — a customer‑facing technical role (technical support, help desk, implementation, QA, internships, or similar)
• Comfort reading, interpreting, and debugging XML and JSON — you can spot a malformed payload, a missing element, or a data mismatch and explain what went wrong (for junior candidates, solid fundamentals and the ability to learn quickly are what matter most)
• Strong analytical and troubleshooting instincts — you enjoy the puzzle, not just the fix
• Excellent written and verbal communication skills; you can stay calm, clear, and constructive with a frustrated customer
• Ability to manage multiple open issues, prioritize effectively, and follow through without being chased
• A genuine customer‑service mindset: patience, ownership, and pride in leaving customers better off than you found them

Nice to have

• Experience with APIs (REST/SOAP), data validation tools, or log analysis
• Basic SQL or scripting skills for data investigation
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar)
• Experience supporting a SaaS or data‑driven software product
• [If applicable: eligibility for or possession of a security clearance]

Requirements

• Bachelor’s degree in computer science, engineering, or a related field

Why You Will Love Interclypse

• You want to work for an adaptive company that moves at your speed.
• You want a healthy work‑life balance.
• You want to work with a passionate team on an important mission.
• You want to work for an organization that values and appreciates you.
• You want to work for an organization that invests in your growth.
• You want the option for career mentorship, both in technology and in business.
• You value a company with a strong culture of growth and support.
• Personal Time Off (PTO) for vacations, holidays, illnesses
• Jury Duty Leave
• Retirement: Unlimited 401K match up to 8% of your salary up to the federal maximum
• Financial education and planning support
• Health Savings Account (HSA)
• Medical and Dependent Care Flexible Spending Accounts (FSA)
• Employee Assistance Program
• Life Insurance ?
• Accidental Death and Dismemberment Insurance
• Disability: Short‑term and long‑term disability coverage
• Educational support
• Company apparel
• Social events: Holiday Party, Spring Picnic, Fall Picnic, happy hours and more.
• Access to group rates for voluntary benefits such as Accident, Hospital Indemnity, Critical Illness, Pet Insurance, and Identity Theft Protection

EOE AA M/F/Vet/Disability

Interclypse is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

Related terms and topics: Microsoft SharePoint, Power BI, O236, Power Apps, and Power Automate.

The base salary range provided is not adjusted for geographic differences associated with where the work is being performed. Actual salaries will vary depending on factors including but not limited to location, candidate’s experience and education/training, internal peer equity, and market and business consideration.