Description
Description
JOB DESCRIPTION:
· Provides technical support to DOT engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
· Leads a Tier 2 team of ~30 Technicians
· Collaborates across End User Teams to solve customer issues (ie Help Desk, Emergency Operations, Field Support and Executive Help)
· Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
· Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
· May be involved in customer installation and training.
· Provides support to customer/users where the product is highly technical or sophisticated in nature.
· Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
· Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee).
Qualifications
TYPICAL EDUCATION AND EXPERIENCE: Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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