Solutions Support Technician (24-070)

CTI is seeking an accomplished and knowledgeable Solution Support Technician to join our team. As a Solution Support Technician, you will not only play a crucial role in providing training and support to end users but will also be a subject matter expert in the TAK family of systems, Joint Fires, and Joint operations. Your expertise will guide the development of software, ensuring it meets the unique requirements of end users.

Responsibilities include but are not limited to:

• As a Solution Support Technician, you will be responsible for providing customized training and efficient support to end-users, ensuring they can effectively utilize our products. Key duties include:
• Develop and deliver tailored training programs to end-users, ensuring comprehensive understanding and effective use of our products.
• Capture and document essential feedback on product issues and communicate these insights to developers for resolution.
• Conduct operational testing of hardware and software before customer deployment, participate in alpha and bravo QA testing, and review user manuals to ensure accuracy and usability.
• Provide ongoing support and maintenance to all customers, ensuring seamless operation and satisfaction.
• Maintain program interoperability to support business development efforts and ensure smooth integration of new solutions.

In addition to the above, you will also act as a Project Lead for our SOCOM portfolio, with responsibilities including:

• Oversee the entire project lifecycle, including scope management, budget tracking, and schedule adherence.
• Ensure all deliverables are completed on time, within budget, and to the highest quality standards.
• Provide regular status updates to both customers and internal stakeholders, including the Tech Manager and Program Manager, ensuring transparent communication and alignment across all parties.

Requirements

Necessary skills and experience:

• Proven experience in a technical support or customer service role, preferably supporting software products.
• Strong troubleshooting skills and the ability to analyze and resolve complex technical issues.
• Knowledge of software and hardware systems, including operating systems (Windows, Linux, macOS), networking, and databases.
• Minimum of 10 years as a Special Operations Forces (SOF) operator
• Minimum of 5 years of experience working with SOCOM Program Executive Offices (PEOs) and the TAK Product Center
• Certified SCRUM Product Owner
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. OR a graduate of the Air Force Weapons School.
• Experience working with customers in a remote support environment is a plus.
• The ability to obtain a U.S. government security clearance post-start date. U.S. Citizenship is required as only U.S. citizens are eligible for a security clearance.

Beneficial skills and experience:

• Knowledge of programming languages (e.g., Java, C++, Python) and scripting languages (e.g., PowerShell, Bash).
• Experience with cloud technologies (e.g., AWS, Azure) and virtualization.
• Familiarity with ITIL (Information Technology Infrastructure Library) framework and best practices.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).

Benefits

CTI is a rapidly growing company offering the following:

• Medical, dental and vision insurance
• H.S.A. (partially funded by CTI) and Flex Spending
• Company-paid life insurance/AD&D and disability insurance
• Optional supplemental life, critical illness, hospital indemnity and accident insurances
• Paid vacation, sick leave and holidays
• 401k plan with Safe Harbor contribution
• Tuition reimbursement/professional training options
• Employee Assistance Program
• Travel Assistance
• Financial Planning Assistance
• Voluntary Pre-Paid Legal
• Flexible schedules with telecommuting options
• Service awards program

CTI is an Equal Opportunity employer and shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.