Outreach SME Level 4

MissionEdge Technologies is looking for an Outreach SME who thrives where technology, problem-solving, and customer engagement intersect. This is more than a support role-it's an opportunity to become the trusted expert people turn to when challenges seem impossible to solve.

You'll take the lead in diagnosing and resolving complex technical issues, monitoring critical network operations, and ensuring seamless service delivery. At the same time, you'll mentor and elevate junior help desk technicians, sharing your expertise and helping build a high-performing support team

As a key liaison between MissionEdge and our customers, you'll engage through phone, video teleconference (VTC), email, chat, and collaborative platforms including JIRA, Confluence, SharePoint, and SpySpace. Your ability to translate technical complexity into clear, confident communication will be just as important as your technical skills.

If you're energized by solving difficult problems, guiding others to success, and keeping mission-critical operations running smoothly, this is the role for you!

Essential Job Functions:

• Diagnose complex system issues, perform first-level corrective maintenance, and answer high-level user questions with clear guidance.
• Monitor system and network status while assisting with critical account administration.
• Act as the ultimate safety net for junior help desk technicians when they need advanced, tier-level assistance.
• Ability to lead a team.
• Respond to system issues and perform first level corrective maintenance.
• Enter issues via a problem tracking tool.
• Keep the ticket-tracking system meticulously updated, deliver concise status updates to customer teams, and follow and maintain current AEA Standard Operating Procedures (SOPs) and documented AEA Outreach Service Level Agreements (SLAs).
• Responds to complicated user questions.
• Escalate complex system questions to Tier II Support and appropriate Government stakeholders.
• Escalate complex issues within the SD Outreach Team.
• Monitor the health and status of current AEA systems.
• Prepare routine metrics and system availability reports.
• Escalate complex system questions to Tier II Support and appropriate Government stakeholders.
• Identify common user challenges and work with development teams, UX teams, and product leads.
• Shall maintain and update the ticket tracking tool.
• Create metrics reports for system availability as well as user support.
• Assist in orienting, training, assigning, and checking the work of lower-level employees.
• Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests.
• Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts.
• Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner.
• Create additional SOPs as needed to perform corrective maintenance.
• Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues.
• Provide customer follow up to ensure questions have been answered and collect feedback.

• Due to the nature of this position and the information that employees will be required to access; U.S. Citizenship is required.
• Active TS/SCI w/ polygraph
• 15 years of demonstrated hands on experience.
• Understanding of product workflows in an operational setting.

Desired/Preferred Skills:

• Bachelor's Degree
• Operational experience as an analyst, May be required to lift and carry items weighting up to 25 lbs. Requires intermittent standing, walking, sitting, squatting, stretching and bending throughout the workday., Successful Completion of a Background Screening/Check/Investigation will be required as a condition of hire.

Candidates are invited to submit their salary expectations along with their application. The compensation for this role will be competitive and is aligned with industry standards, taking into consideration factors such as experience, education, and geographic location. The base salary range for this position is $140,000 to $176,000 (USD) , exclusive of any discretionary bonuses and benefits., Work is typically based in a busy office environment and subject to frequent interruptions. Business work hours are normally set from Monday through Friday 8:00am to 5:00pm, however some extended or weekend hours may be required. Additional details on the precise hours will be informed to the candidate from the Program Manager/Hiring Manager.

Employees are required to notify management in advance of any plans to relocate out of state to ensure compliance with company policies and applicable employment regulations., MissionEdge Technologies offers competitive compensation, a flexible benefits package, career development opportunities that reflect its commitment to creating a diverse and supportive workplace. Benefits include, not all inclusive - Medical, Vision & Dental Insurance, Paid Time-Off & Company Paid Holidays, Personal Development & Learning Opportunities. At MissionEdge Technologies, we believe that investing in our employees' health is essential for fostering a productive and engaged workforce. We are committed to providing the resources and support necessary for our employees to thrive both personally and professionally.

MissionEdge Technologies is an Equal Opportunity/Affirmative Action Employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis prohibited by applicable law. We strive to create a diverse, inclusive and respectful work culture that values all.