• Customer Support Specialist

    Job Locations US-Herndon, VA
    Job ID
    2018-1402
    Category
    Hidden (8721)
  • Overview

    Ntrepid Infrastructure team is seeking an experienced Customer Support Specialist that’s passionate about learning new technologies and supporting the customer’s mission.  The Systems Reliability Engineering (SRE) group within Infrastructure is closely involved with the support of production systems post implementation.  As a Customer Support Specialist, you will interact with various customer representatives, including product end-users and program office staff, all in support of Ntrepid’s various products deployed at the customer’s site. We are looking for a unique individual who is creative, motivated to learn, and can think outside the box when it comes to providing customer product support.  If you have a basic foundation in technology, have a genuine care and concern with customer success, and are willing to learn in order to grow your career toward technology, we’d love to have you join our team.  Primary work location will be onsite with Ntrepid customers in the Washington DC Metro area. 

    Responsibilities

    • Provide 1st level support for end-users of Ntrepid products
    • Provide basic product training to customers
    • Participate in the customer satisfaction feedback loop, communicating user issues and challenges to company leadership on a regular basis
    • Understand the customer’s use of products in context of their operational requirements to effectively train, share best practices, and maximize value
    • Act as a liaison between customer and Ntrepid engineering teams and support
    • Leverage automation scripts implemented by site technical lead
    • Review system and security logs and backups
    • Monitor all installed systems and infrastructure
    • Provide notification to site technical lead when availability thresholds are met

    Qualifications

    • U.S. Citizenship is required
    • Active TS SCI Clearance with Poly required
    • 3+ years experience providing customer support in Linux and Windows based environments
    • Proven track record of customer success
    • Intense desire to learn technology as a path toward career growth
    • Basic knowledge of scripting skills and its purpose
    • Close familiarity with US national security community and culture

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