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Technical Support Specialist

Clientmind, Inc.
Manassas, VA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

We are seeking a Technical Support Specialist who will provide world-class support to our customers who are performing critical missions globally. The Tech Support Specialist is responsible for ensuring that our customers receive timely customer focused solutions to any product or service issues. The successful candidate will be fully engaged with our very diverse customer base and will help our customers with configuring, troubleshooting and use of our wide range of products. The candidate will demonstrate commitment to our customer’s success and will diagnose and troubleshoot hardware and software problems, and assist our customers to install and configure applications and firmware.

Principal Duties and Responsibilities:

• Respond to customers technical and operational issues in a timely manner with a customer driven

mind-set. – Solve customer issues with sense of urgency and attention to detail.

• Demonstrated organizational skills and ability to prioritize and execute.

• Become an expert user of each of our narrow band and mid-band satellite tracking and

communications products.

• Diagnose and troubleshoot technical issues, including configuration and licensing issues, in both

hardware and software

• Ensure all issues are properly logged and scheduled for investigation

• Guide customers through a series of steps by phone and/or email, asking targeted questions to get

to the root of a problem

• Properly escalate unresolved issues to the engineering team

• Provide prompt and accurate feedback to customers, following up to ensure customers are satisfied

with our response

• Reproduce reported problems, execute test cases, and analyze test results

• Identify, track, and document software bugs and hardware defects

• Track customer use cases and product needs as feedback for future development

• Support hardware and software regression testing, for both existing and new products

Required Knowledge, Experiences, and Skills:

• 3+ years’ experience with Radio or Satellite Technical Support

• Solid experience with the configuration, operation and testing of both software and hardware, ideally

with hand-held and vehicle installed Iridium devices

• Ability to represent and respond to our customers and articulate concepts to both technical and

non-technical audiences

• Meticulous attention to detail and drive to solve problems and build rapport with our military and

commercial customers.

• Outstanding customer service skills and ability to develop and refine processes and assist with

reporting products.

Desired Knowledge, Experiences, and Skills:

• 3+ year’s hands-on experience with Iridium Tagging, Tracking and Locating products, etc

• Direct and relevant experience various tracking platforms (ATAK, BFT, Aide Ares, Agile Client, Google Earth) situational awareness tools.

• Ability to adapt to a fast-paced work environment

• Ability to obtain a security clearance.

• US Military TTL training in any discipline

Clientmind, Inc.


Manassas, VA