Support Engineer at Two Six Technologies in Laurel, Maryland

Job Description:

At Two Six Technologies, we build, deploy, and implement innovative products that solve the world's most complex challenges today. Through unrivaled collaboration and unwavering trust, we push the boundaries of what's possible to empower our team and support our customers in building a safer global future.
The US 1st line Support Engineer is a critical position for Trust Mobile - a cutting edge roaming SIM and app-based messaging platform with security and privacy at its heart.The Support Engineer performs 1st line support services for our internal customers, on behalf of end customers. The support engineer will be working closely with a UK based 2nd line customer focused support engineer through to the UK office-based product development teams to ensure the smooth and efficient operation of the product.Key tasks include:

• Becoming an expert user in the product and services and how they are intended to be used
• Resolving simple end customer issues, triaging and escalating more complex issues to the 2nd line support structure
• Troubleshooting and problem solving, identifying product issues leading to fixes

What you will do:

• Be the voice of the customer
• Liaise and work closely with internal customers and end customers where appropriate
• Championing the customer and ensuring the product remains fit for purpose and market
• Carry out testing of new features and regression testing to ensure previously specified features continue to work
• Help to maintain product manuals and documentation/presentation

What you will need:

• Strong people skills
• Good understanding of how mobile phones and networks work
• Able to work effectively with multi-functional teams across a variety of organizational levels
• Root cause analysis and troubleshooting skills
• Excellent verbal and written communication skills
• Work independently on a flexible schedule
• Minimum two years of experience
• Bachelor's degree in related field (or equivalent experience)

Security Clearance:

• Active TS/SCI clearance preferred

Looking for other great opportunities? Check out Two Six Technologies Opportunities for all our Company's current openings! Ready to make the first move towards growing your career? If so, check out the Two Six Technologies Candidate Journey ! This will give you step-by-step directions on applying, what to expect during the application process, information about our rich benefits and perks along with our most frequently asked questions. If you are undecided and would like to learn more about us and how we are contributing to essential missions, check out our Two Six Technologies News page! We share information about the tech world around us and how we are making an impact! Still have questions, no worries! You can reach us at Contact Two Six Technologies . We are happy to connect and cover the information needed to assist you in reaching your next career milestone. Two Six Technologies is an Equal Opportunity Employer and does not discriminate in employment opportunities or practices based on race (including traits historically associated with race, such as hair texture, hair type and protective hair styles (e.g., braids, twists, locs and twists)), color, religion, national origin, sex (including pregnancy, childbirth or related medical conditions and lactation), sexual orientation, gender identity or expression, age (40 and over), marital status, disability, genetic information, and protected veteran status or any other characteristic protected by applicable federal, state, or local law. If you are an individual with a disability and would like to request reasonable workplace accommodation for any part of our employment process, please send an email to accomodations@twosixtech.com . Information provided will be kept confidential and used only to the extent required to provide needed reasonable accommodations. Additionally, please be advised that this business uses E-Verify in its hiring practices. EOE, including disability/vets. By submitting the following application, I hereby certify that to the best of my knowledge, the information provided is true and accurate.

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