Associate Technical Support Engineer

Department

Customer Support

Reports To

Sr. Manager of Customer Support

The Associate Technical Support Engineer is the first point of contact for our government customers using our suite of applications. Your primary goal is to provide exceptional customer service by addressing everyday technology questions and basic troubleshooting needs. You will focus on identifying user issues, resolving known problems, and ensuring that complex technical requests are documented and handed off to our specialized Tier 2 team when necessary.

Work Location & Flexibility

Location Preference

Priority consideration will be given to candidates located in the DMV (D.C., Maryland, Virginia) area. Applicants outside the region may also be considered based on qualifications and hiring needs.

Remote Work Eligibility

This role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TX, VA, WA, WI, WV, WY. Applicants must reside in one of these states at the time of hire and throughout employment. If you live outside these states, unfortunately we’re not able to consider your application at this time.

Compensation

Salary Range

• DMV Area: $80,933-$92,563
• National (Outside DMV): $72,709-$83,158

Compensation will be based on experience, qualifications, and location.

What You’ll Do (Key Responsibilities)

Application & Front-End Support

• First-Response Support: Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues.
• Basic Troubleshooting: Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors.
• Account Management: Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets with...