Technical Support Specialist

TechnoMile is looking for a Technical Support Specialist (Level II) to join our team. In this role, you will handle advanced technical support requests, troubleshoot client-reported issues, and collaborate with internal teams to resolve complex problems. Your expertise in cloud services, infrastructure, networking, and scripting will be critical in delivering high-quality support and ensuring client satisfaction. 

This is a full-time position reporting to our Director of Customer Support.  

The day-to-day:   

• You will review, analyze, and resolve client-reported incidents and requests in a timely manner through our ticketing system
• Investigate complex issues involving cloud infrastructure, network configurations, and application performance.
• Communicate effectively with clients to gather information, provide updates, and resolve technical challenges.
• Manage and troubleshoot AWS resources 
• Resolve issues involving TCP/IP, SSL, and API technologies.
• Restart services, debug portal application issues, and handle service transformations such as Co-Pilot integration.
• Manage, troubleshoot, and resolve container orchestration and deployment challenges.
• Create, modify, and utilize Python scripts and BASH scripts for troubleshooting and automation tasks.
• Operate and troubleshoot Linux-based systems and use the command line for system management.
• Investigate and assist with resolving security incidents related to infrastructure.
• Maintain detailed records of issues, resolutions, and process improvements. 

Who you are: 

• The ideal candidate will have 4 years of experience in a client-facing technical support role 
• You should have hands-on experience with AWS and proficiency in Python and BASH scripting.
• Strong understanding of networking protocols, especially TCP/IP.
• Experience with Kubernetes for application deployment and management.
• Advanced skills in troubleshooting and managing Linux environments via command line.
• You should have an analytical mindset with the ability to investigate, diagnose, and resolve technical issues effectively.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to clients of varying technical expertise.
• A US Citizen is required to support our clients  

Who we are: 

TechnoMile provides transformative, AI-enabled cloud solutions that empower GovCon, aerospace and defense, and other types of companies doing business with the government to modernize their operations. Our SaaS products enable clients to optimize their business development and sales processes, streamline and de-risk contract management, and unlock the value of public and private data to gain an information advantage. Over 200 companies rely on TechnoMile, including more than half of both the top 10 federal defense contractors and the top 10 IT government contractors.  

• We are hungry, humble, and smart. At TechnoMile, we’re lifelong learners and foster an environment of growth, from onboarding, through continuous education, as well as with tuition reimbursement programs to help you advance your career.
• We love a challenge and driving innovation. We think creatively, devise new approaches to solve problems, and seek to deliver solutions and insights that others cannot.
• We are flexible. At TechnoMile, we offer remote, hybrid, and in-office options for employees to do their best work.
• We are one global team. From Tysons Corner, to Texas, to Nagpur India, you’ll find TechnoMile employees across the globe, united in our collective mission of delivering transformative solutions that elevate the performance of companies doing business with the government.

Benefits: 

• Multiple choices of healthcare options with up to 100% company covered 
• Flexible paid time off 
• 401K Match with 4% match after 90 days of employment

TechnoMile is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.