Job Description
Job DescriptionSalary:
Securiport LLC is a US company based in Reston VA, that specializes in the design and implementation of passenger biometric recognition, immigration processing, and intelligent information reporting and management systems based on advanced technological solutions.Securiport provides a complete immigration processing solution and analytics to maintain border security. Services include technical analysis, design, implementation and maintenance of Securiports software solutions, training, and technical support to the field operations.
The Technical Support Engineer provides advanced technical assistance to customers, partners, and internal teams. This role focuses on resolving complex technical issues, ensuring SLA compliance, and delivering an excellent multilingual customer support experience. Fluency in English and Spanish is required; French proficiency is a strong advantage.
Essential Functions
- Troubleshoot, diagnose, and resolve hardware, software, network, and application issues.
- Manage support cases via phone, email, chat, and ticketing systems.
- Meet SLAs for response time, resolution, and communication quality.
- Perform root cause analysis and document findings.
- Collaborate with Engineering and Product teams on defects and issues.
- Provide clear, empathetic multilingual customer support.
- Maintain technical documentation and knowledge base content.
- Participate in on-call rotations as required.
- Perform other duties as assigned.
- Perform other duties as assigned
Required Knowledge, Skills, Abilities
- Knowledge of Windows, Linux, and macOS.
- Understanding of TCP/IP, DNS, VPNs, and VLANs.
- Experience with ticketing systems such as Azure DevOps.
- Strong analytical, communication, and customer service skills.
- Excellent presentation and public speaking skills.
Desired Knowledge, Skills, Abilities
- IT certifications (ITIL, CCNA, MCSA, CompTIA, AWS, Azure).
- Experience analyzing logs, traces, and APIs.
- Experience supporting global customers.
Required Education, Certifications/Licenses, Related Experience
- Bachelors degree in Computer Science, Information Technology, Engineering, or related field required
- Zero to one (2-5) year experience in technical support or IT operations.
- Fluency in English and Spanish; French preferred.
Physical Job Requirements
- This position requires the ability to remain in a stationary position (standing and/or seated) more than half the time
- The person in this position may need to move about the office more than half the time
- The person in this role must be able to position him/herself to fulfill the essential functions of the role less than half the time
- The person in this position must be able to maneuver (lift, move, carry) up to 15 lbs.
- This position operates equipment that requires the constant use of hands/fingers/wrists more than half the time
- This position requires the ability to spend more than half the time viewing computer monitors
Travel Requirements
- This position requires overnight domestic travel up to 25% of the time
Securiport is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Securiport is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor'sEEO posterandEEO poster supplementfor additional information.
Disclaimer:Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position at the time this job description was written. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. This document does not create an employment contract, implied or otherwise, and all employees in this position are employedat-will.