Product Support Engineer Trace Systems | Tampa, Florida 33601 Unspecified Dept of Homeland Security Unspecified Management Management Overview:
Job Title: Product Support Engineer
Job Location: Tampa, FL
Security Clearance: Must have the ability to obtain and maintain a US Government issued security clearance
Due to the nature of the work and US Government required, US Citizenship is required.
Job Responsibilities:
Trace Systems is actively recruiting for a Product Support Engineer to join the team based in Tampa, FL. The Product Support Engineer provides effective support for complex integrated products developed by Trace Systems. This role will be responsible for testing and providing technical troubleshooting for product operation. Primary responsibilities include creating a product support plans & systems, and ensure delivery of both proactive maintenance and responsive customer support. The Product support engineer provide & coordinates telephone and online support, in addition to in-person training when needed. Additionally, support system deployments, ensure product quality, overview the security and integrity of the product and create detailed product reports.
Primary Responsibilities
• Perform and manage performance of remote and on-site customer engagements, analyze and resolve customer concerns and problems, diagnose the root cause, and document interactions.
• Ensure rapid and complete response to problems relating to product operation and sustainment. Pro-actively identify, evaluate and resolve potential problem areas.
• Provide on-call and ongoing troubleshooting, technical, and hardware/software advice and continual customer experience process improvement.
• Establish efficient methods for supporting remote and local upgrades, installations, and maintenance.
• Conduct trainings and create documentation for other engineers, users, and other audiences.
• Provide technical leadership on systems and equipment associated with the Product Services engagements.
• Assist in planning, scheduling, and performance of tasks associated with equipment removal, installation, modification, test, operation and maintenance.
• Represent Trace Systems on projects, special investigations, etc., in conjunction with M-DRIVE operations, associate contractors, and other government organizations.
• Participates in the planning of technical approaches, resources, schedule, budget and equipment required for testing and evaluating new systems, products and special device integrations
• Executes the test approach and documents system verification throughout the engineering development lifecycle
• Generate system test work products by applying the appropriate standards, processes, procedures and tools
• Prepares test and diagnostic programs, designs test fixtures and equipment, and completes specifications and procedures for new products
• Assists with the design, development and implementation of cost-effective methods of testing and troubleshooting of hardware, software and systems for all phases of product development and manufacturing
• Supports the generation of technical engineering products by using the appropriate standards, processes, procedures, and tools throughout the system development life cycle
• Researches and analyzes data, such as customer design proposals, specifications and manuals to determine feasibility of design or application
• May provide leadership and/or direction to supporting employees
• Has some latitude in technical objectives of assignments, works under limited direction
• May lead technical tasks for small teams or projects
• Assist engineering support proposals
• Involved and accountable for the successful completion of major programs and projects
• Effective communication with project teams across the company, external customers and vendors
• Recognized internally and/or externally as a subject matter expert (SME) in integrated technical areas
• Ability to travel for short periods of time to address customer requirements
• Administer ticketing system queue to track support issues
• Willing and available for on-call support after-hours
• Other duties as assigned
Minimum Qualifications:
The Product support engineer applies advanced problem-solving skills and attention to detail. They must have extensive knowledge of company products, be able to work in a fast-paced environment and be able to adapt to changes in product requirements. Additionally, they must have excellent interpersonal skills and work well in a team environment with other engineers. They must be able to coordinate and manage the matrixed product support staff effectively.
• Position requires a current DoD 8570 IAT Level II certification
• Must have the ability to obtain and maintain a US Government issued security clearance
• Due to the nature of the work and US Government required, US Citizenship is required.
• Instill commitment to quality, customer service, ownership, and teamwork
• Must be proficient in use and understanding of test engineering concepts, principles, and theories
• Proficient in Microsoft Office applications, written and verbal communications skills
• Skilled in communicating issues, impacts, and corrective actions
• Must have the ability to clearly report information relevant to sound test engineering
• Proficient in promoting concepts and ideas to a diverse audience
• Communicate accurate and useful status reports to management on a timely basis
• Effectively communicate with customers, help desk support personnel and senior technicians
• Forecast and recommend infrastructure and system application improvements
• Team player who thrives in collaborative environments and revels in team success, meeting and exceeding personal and team commitment
Desired Qualifications:
Technical Skills Desired
• Server, app, and desktop virtualization
• Support operations of multi-site (geographically)
• Strong understanding of the technology as well as hands on experience deploying VMware NSX
• Knowledge of solutions such as server virtualization, high-availability clustering, and system design
• Experience in the implementation of cross domain solutions
• Knowledge of Linux (RHEL, CentOS, Scientific Linux) and MS Windows Server (2008 R2, 2012R2) environments and be able to build, configure, and maintain via Command Line Interface (CLI)
• Understanding of underlying storage for Linux (LVM) and storage network protocols such as NFS and CIFS
• Excellent knowledge of core communication protocols such as TCP/IP, UDP, SSL, HTP/S and building application-specific protocols on top of them
• Understanding of information security practices (cryptography, privilege separation, RBAC, INFOSEC, Auditing, patching, Security Benchmark Compliance, OS hardening, etc.)
• Understanding of clustered or pooled virtualization concepts from leading platforms such as VMware vSphere
• Excellent understanding of open-source frameworks, with experience deploying various open source packages and / or application stacks into sponsor's production landscape
• Experience with multi-core, multi-threaded, distributed systems, and unified computing
• Experience working with performance analysis and optimization of hybrid cloud systems
• Understanding of proactive monitoring concepts, including experience configuring and deploying Network and systems monitoring, SNMP, and SYSLOG e.g., Ganglia, Nagios, Zenoss, Splunk, SolarWinds, and VMware Vrealize Log Insight
• Knowledge of Internet/Web related protocols and technologies including: Apache, Tomcat, Web Services, DNS, registrars, SSL
• Ability to apply sound troubleshooting methodology in order to isolate and resolve root cause of reported issues
• Experience in implementing and troubleshooting vCenter and Virtual Machines
• Experience in implementing and troubleshooting Virtual Networking configurations
• Experience in implementing Hypervisor and Virtual Machine Storage
• Advanced knowledge and understanding of TCP/IP in the virtual environment, including VLANs, routing and virtual switches
• Troubleshooting of Hypervisors and Resource pool related issues
Desired Certifications:
• VCAP5-DCA
• VCP-DCV
• VCAP-DCA
• VCP-Cloud
• VCAP - preferred
• Microsoft
Education:
• Bachelor's degree in Computer Science, Engineering or other relevant field
Trace Systems
Trace Systems , headquartered in Vienna, Virginia, was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.
To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems ! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. Please apply directly through the website at: www.tracesystems.com . #jointracesystems
Trace Systems is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.