Job Details

This is a hands-on, cross-functional role. Under the Senior Manager of Client Solutions & Operations, you will support the full post-release lifecycle: deploying systems, troubleshooting hardware and software, managing helpdesk tickets, supporting SRIP agents, maintaining documentation, coordinating backend configurations, and producing operational reports. You will interact directly with clients, work alongside engineering, and coordinate with field technicians on the ground.

This role suits someone technically capable, detail-oriented, and accountable — you follow through, document your work, and communicate clearly with team and clients.

Role Fit & Non-Negotiables

• Onsite in Fairfax, VA — no remote.
• U.S. citizen required (ITAR and government customer obligations).
• Comfortable across hardware, software, networking, and documentation in the same role.
• Willing to travel to client sites for kiosk installations, diagnostics, and field support.
• Clear written and verbal communication — client-facing daily.
• Takes ownership through to completion: documents work, follows escalation, closes the loop.

What You'll Own (30–90 Day Outcomes)

• Fully onboarded across all active client environments, deployed stations, open tickets, and team workflows within 30 days.
• Own assigned helpdesk queues: process, triage, resolve or escalate within SLA across all accounts.
• Execute at least one end-to-end deployment or update rollout: image, configure, test, and document a kiosk or environment update from staging to production.
• Produce at least one client-facing deliverable: installation guide, onboarding runbook, or updated user guide that meets client standards.
• Complete SRIP agent program onboarding: training workflow, certification, session quality standards, and intervention procedures.
• Participate in or lead an onsite technician visit: conduct or coordinate field diagnostics, document findings, close or escalate.

Key Responsibilities

The Client Solutions Engineer supports the following functions under the Senior Manager. You engage with each from the start; depth develops over time.

Helpdesk Operations

• Process and triage tickets across all client accounts; categorize by severity and impact; route appropriately.
• Provide Tier 1, 2, and escalated Tier 3 support; own issues until resolved or properly escalated.
• Support oversight of outsourced Level 1 helpdesk agents under the Senior Manager: monitor quality, flag issues.
• Track SLA timelines; escalate when deadlines are at risk.
• Conduct root cause analysis on recurring or significant incidents; document findings and corrective actions.
• Communicate with clients during open incidents: status updates, ETAs, resolution confirmation.
• Participate in post-incident reviews; ensure documentation and follow-through are complete.
• Escalate confirmed bugs to engineering with full log analysis, reproduction steps, and environment context.

Client Support & Enablement

• Serve as point of contact for clients on day-to-day operational matters under Senior Manager guidance.
• Prepare and maintain client-facing documentation: installation guides, onboarding materials, user/admin guides, runbooks.
• Deliver training and daily support to SRIP agents; follow SOPs; keep agents informed of product and process updates.
• Support demo environment setup and maintenance for client evaluations and internal testing.
• Fulfill contract-defined service obligations across applicable accounts.

Documentation & Knowledge Management

• Translate engineering release notes into clear documentation non-technical stakeholders can act on.
• Create and maintain internal runbooks, SOPs, and operational guides; update as the platform evolves.
• Maintain the team knowledge base: current, organized, accessible.
• Produce and update architecture and deployment diagrams per client environment as configurations change.
• Support compliance and audit documentation to federal and enterprise client standards.

System Deployment & Provisioning

• Execute kiosk imaging, configuration, and deployment for new and replacement units.
• Provision and configure client environments: cloud, on-prem, and hybrid.
• Document and communicate network and firewall requirements to client IT before deployment.
• Manage staging and production environment readiness for new releases.
• Plan and execute system update rollouts with minimal operational disruption.
• Coordinate hardware logistics and staging; schedule and support field technicians for installations and replacements.

Backend & Infrastructure Coordination

• Manage tenant and environment configurations across identity platform systems.
• Manage agent certificates and access configurations across all client environments.
• Support server updates, DNS changes, and cloud infrastructure tasks with engineering.
• Manage remote access tooling and secure connection setup for deployed kiosks.
• Document infrastructure issues thoroughly; escalate to engineering with actionable, well-supported requests.

Field Services

• Perform kiosk hardware and software diagnostics remotely and onsite across biometric sensors, document scanners, cameras, card printers, and network equipment.
• Travel to client sites for installations, hardware replacements, and field troubleshooting.
• Diagnose and resolve remote session failures: connectivity, network path, configuration.
• Troubleshoot networking in enterprise environments: VPN, firewall, proxy, DNS.
• Execute remote desktop and remote management sessions on deployed kiosks.
• Collect, parse, and analyze logs to isolate fault sources; document with depth sufficient for root cause analysis and permanent fixes.
• Coordinate with third-party vendors and service providers on behalf of clients.
• Isolate faults between on-prem and cloud environments to determine ownership and resolution path.

SRIP Operations

• Manage SRIP agent onboarding, credentialing, and platform access provisioning.
• Deliver platform training; track agent certification status.
• Monitor session quality; intervene in real time when issues arise.
• Handle agent performance issues: escalate, document, coordinate remediation.
• Support scheduling operations and coordination across agent pools.

Reporting & Analytics

• Generate uptime and availability reports across the deployed kiosk fleet.
• Track and report session volume and quality metrics by account.
• Maintain client-facing usage dashboards with current, accurate data.
• Analyze incident trends; surface systemic issues to the Senior Manager and engineering.
• Produce SLA compliance reports per client contract requirements.
• Contribute to internal performance reporting to the Senior Manager and leadership.

Required Qualifications

• 3+ years in technical support, solutions engineering, IT operations, or managed services.
• Demonstrated ability to troubleshoot hardware and software across complex, multi-component systems.
• Helpdesk operations experience with multi-tier ticket management across enterprise or government accounts.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, firewall configuration, and connectivity troubleshooting.
• Experience deploying and configuring systems in cloud and on-prem environments.
• Ability to produce clear, professional technical documentation for internal and client audiences.
• Strong written and verbal communication; comfortable with enterprise and federal agency clients.
• Onsite in Fairfax, VA with travel as required — no remote or hybrid option.
• U.S. citizen.

Preferred Qualifications

• Identity proofing, ICAM, biometrics, PIV/CAC credentialing, or NIST 800-63 experience.
• Familiarity with SRIP workflows, kiosk-based service delivery, or biometric enrollment station operations.
• Prior federal agency contract support experience.
• Remote access and fleet management tooling experience.
• AWS infrastructure, DNS management, and certificate lifecycle management.
• Managing or overseeing outsourced helpdesk or Level 1 support resources.
• ITIL Foundation or equivalent certification.

Signals We Look For

• You can walk through a ticket from first contact through triage, troubleshooting, client communication, and escalation — with clear documentation at every step.
• You have configured or deployed a system in production or staging and can describe what you verified before and after.
• You have written technical documentation — runbook, guide, SOP — and can speak to how you structured it and for whom.
• You are composed on a client call during an active issue: you listen, communicate clearly, and don't overpromise.
• You know when to escalate and when to keep working the problem — and you document either way.
• You follow through. If you opened it, you close it or hand it off properly.

What Success Looks Like

• Fully onboarded across all active client environments, open tickets, and workflows within 30 days — processing assigned queues within SLA from day one.
• Tickets handled completely: triaged correctly, communicated professionally, escalated with full documentation, closed without loose ends.
• Client-facing documentation accurate, current, and usable — not just filed.
• Deployments and updates executed cleanly: imaged, configured, tested, documented, and communicated to clients on time.
• SRIP agents supported consistently: trained to standard, monitored, issues caught and escalated before they become client problems.
• Field visits coordinated and productive: findings documented, tickets closed or escalated, nothing falls through the cracks.
• At 12 months: the Senior Manager relies on this person across all eight functions. Clients know the name. Engineering trusts the escalations.