{"id":3424535,"url":"https://alion.io/job/harris-computer-technical-support-professional","title":"Technical Support Professional","company":{"id":2223,"name":"Harris Computer","domain":"harriscomputer.com","url":"https://alion.io/company/harris-computer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":37,"ghost_share":0,"stale_share":0.865,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","Washington, United States","United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":80000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Db2","optional":true},{"name":"Linux","optional":true},{"name":"MS SQL","optional":true},{"name":"Oracle","optional":true},{"name":"PostgreSQL","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-28T21:56:22Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T01:02:09Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Technical Software Support Engineer Job Specification\ni2 provides advanced intelligence analysis solutions that help organizations extract actionable intelligence from large volumes of data. i2 software supports customers across law enforcement, defense, national security, and commercial sectors in areas including criminal investigation, fraud detection, and threat analysis.\nJob Summary: The Technical Software Support Engineer is responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality.\nThe successful candidate will be an experienced support professional who is comfortable taking ownership of complex technical and customer-facing issues and working collaboratively within a geographically distributed international support team.\nKey Responsibilities:\nTechnical Support:\nRespond to customer inquiries via phone, email, and chat promptly and professionally.\nDiagnose and troubleshoot software issues reported by end-users.\nProvide step-by-step technical assistance to resolve application problems.\nSupport enterprise software applications across complex customer environments.\nIssue Resolution:\nIdentify, document, and resolve software bugs and issues.\nTake ownership of complex or escalated technical issues, coordinating with Development, QA (Quality Assurance), and Product teams as appropriate to drive issues towards resolution.\nEscalate issues to higher-level support or development teams when necessary.\nFollow up with customers to ensure issues are fully resolved.\nCustomer Service:\nMaintain a high level of customer satisfaction through courteous and efficient handling of support requests.\nProvide regular updates to customers regarding the status of their support tickets.\nConduct follow-up communications to ensure customer issues are resolved to their satisfaction.\nDocumentation:\nDocument support requests, troubleshooting steps, and resolutions in the ticketing system.\nCreate and update knowledge base articles and technical documentation for internal and external use.\nMaintain accurate records of customer interactions and support activities.\nCollaboration:\nWork closely with development, QA (Quality Assurance), and Product teams to provide feedback on recurring issues and suggest improvements.\nParticipate in team meetings and training sessions to stay updated on new features, tools, and best practices.\nSupport the coordination of day-to-day team activities when required, helping to maintain effective customer coverage and prioritization of support requests.\nProvide guidance and support to colleagues, promoting effective knowledge sharing and collaborative problem solving.\nContinuous Improvement:\nIdentify trends in support requests and recommend solutions to improve software performance and user experience.\nStay current with the latest industry trends, software updates, and support best practices.\nContribute to the ongoing development of team processes, technical knowledge, and support practices.\nOther duties as assigned.\nQualifications:\nEducation:\nBachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience. (Essential).\nRelevant certifications (e.g., ITIL, Microsoft Certified) are a plus.\nExperience:\nProven experience in a technical support or help desk role. (Desirable)\nExperience supporting enterprise software applications in complex customer environments. (Desirable)\nExperience with software troubleshooting and diagnostic tools. (Desirable)\nFamiliarity with ticketing systems and customer support software (e.g., Salesforce, JIRA). (Desirable)\nFamiliarity with i2 Software. (Desirable)\nPrevious experience in a senior, lead, mentoring, or coordinating role within a technical support environment. (Desirable)\nTechnical Skills:\nProficiency in operating systems (Windows, macOS, Linux). (Desirable)\nKnowledge of relational database systems (MS SQL, MS Access, DB2, Postgres, or Oracle) (Desirable)\nUnderstanding of networking fundamentals and protocols. (Desirable)\nAbility to troubleshoot technical issues involving enterprise applications, operating systems, databases, and network environments. (Desirable)\nSoft Skills:\nExcellent communication and interpersonal skills.\nStrong problem-solving and analytical abilities.\nAbility to work independently and collaboratively as part of a geographically distributed international team.\nAbility to provide guidance and support to colleagues, promoting effective knowledge sharing and collaborative problem solving.\nDemonstrates sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations.\nStrong organizational skills with the ability to prioritize competing customer and technical requirements.\nPatience and a positive attitude when dealing with challenging customer situations.\nWork Environment:\nRemote work environment.\nThe role requires participation in scheduled weekend support coverage on an occasional basis.\nSalary Range:\nThe hiring range for this role is $80,000 to $100,000 USD per year. 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