Customer Technical Solutions Support Engineer, RESTON, VA


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Reston, Virginia, USA

Clearance Level: Top Secret/SCI

Job Description
The Customer Technical Solutions (CTS) team at Advanced GEOINT Systems (AGS) provides on-site installation, configuration, support, and training for the various Geospatial eXploitation Products (GXP®) Platform, desktop, and mobile products in environments ranging from traditional desktop to cloud based implementations. The ideal candidate for this position will have experience in desktop, virtual server, and cloud based applications and services. Other duties will require troubleshooting customer issues and requests via e-mail, phone, and on-site customer visits. Customer interactions are documented in Salesforce (Customer Relationship Management). Software deficiency and enhancement requests are documented in Azure DevOps. Candidate will be required to conduct software demonstrations at trade shows, conferences, and customer sites, so strong presentation and public speaking skills are needed. Assist with training material development and other sales, marketing, testing, and customer support activities as required. Work with members of our software team, product managers, and customers to develop, integrate, and configure the different GXP® applications.

As a CTS representative, candidates will need to be self-motivated and self-sufficient in a fast paced, customer facing environment where you will often be GXP’s first impression for both analysts and leadership throughout the islands. You will actively seek new opportunities to grow the customer base, assist sales, and maintain relationships with existing customers by providing custom training at sites and technical support for GXP products. In this distinct environment, candidates will have the opportunity to travel and shape the customer base of the Pacific, and engage in unique opportunities within the company and at customer sites.

About GXP – The Geospatial eXploitation Products (GXP®) business provides licensed software capabilities and geospatial technology R&D. GXP’s ability to draw on internal data production and technology expertise has allowed it to deliver superior products to the user community. GXP often finds ways to improve software implementation through user conferences and regional workshops, where important feedback and insight is gathered from customers. GXP commercial software, GXP Xplorer, GXP WebView, GXP Fusion, SOCET GXP, GXP InMotion, and SOCET SET provide customers with comprehensive image and video analysis, data management and geospatial production capabilities, and state-of-the-art sensor-data processing and analytics technologies, providing compact and scalable solutions to challenging problems in areas of video analytics, sensor data processing, computer vision, and machine learning. These products serve government and civil customers’ needs for photogrammetry, mapping, GIS, image exploitation, precision targeting, GEOINT (geospatial intelligence), MOVINT (movement intelligence), 3-D visualization, simulation, and mission planning.

Culture characteristics:
Treating customers, fellow employees, stakeholders, and partners with respect and dignity at all times.
Shows sincere commitment and adherence to all Corporate Compliance issues.
Humble attitude about knowledge limitations, know when to ask for help.
Ability to knowledge-share among team members across partnered functions and the customer so that cases can continue with the utmost drive to a solution.
Have your peer’s backs so that customers experience the same level of integrity regardless of whom they are working with.
Learn from one another. Take the time to learn a new product.
Demonstrate leadership in your actions.
Participating in maintaining an organized, clean, and safe work environment.
Self-discipline, the ability to prioritize tasks, and a detail-oriented working style.
Planning and managing projects without supervision.
Ability to learn from experience and informal instruction.
Adopt a strategy of continuous improvement.
In addition to having remarkable core IT skills, the Geospatial Software Customer Support Engineer must have customer focus in their DNA and do whatever it takes to achieve outstanding results for our customers.
Have a positive attitude, self-motivation, and a results-oriented approach to business.
General daily responsibilities of the job include installation and testing our solutions within the customer environment, to include: back-end services, front-end services, web applications, mobile applications, and improving the overall quality of our products.
Submit defect reports and enhancement requests via Azure DevOps.
Participate in Product Test activities.
Collaboratively work with Customer Technical Solutions team to resolve or diagnose customer issues.
Provide problem management by taking ownership of repeating incidents, researching root cause, and resolving problems.
Understanding, applying, and communicating the technology concepts and implementations of our products.
Participating as a customer advocate in the engineering development process.
Contributing to the development of customer support material such as technical manuals, applications briefs, and product data sheets as needed.
Moving hardware and transport cases to prepare and attend trade shows and various events.
On-call duty once a month to answer customer calls.

Required Education, Experience, & Skills

Typically a Bachelor’s Degree and 6 years work experience or equivalent experience
Experience in Geospatial software like SOCET GXP and GXP Xplorer
Strong analytical, problem-solving, and debugging skills.
Excellent communication skills, both written and verbal.
Attention to detail, design, and UX awareness.
Ability to work well in a very dynamic, fast-moving environment with high expectations.
Ability to work independently and with little supervision.
Remote application support.
Proficiency with virtual servers (HyperV and VMware).
Exceptional organizational and prioritization skills.
Strong problem solving and analytical skills to diagnose issues at system level, including Windows/Linux operating system, SQL Server, web services, and application integration.
Ability to track down root causes and prepare findings and resolution recommendations.
A valid passport and the ability to travel domestically or internationally.
Top Secret/SCI clearance required.
U. S. CITIZENSHIP REQUIRED. Candidates selected for some positions will be subjected to a government security investigation and will need to meet eligibility requirements for access to classified information.

Preferred Education, Experience, & Skills

An ideal candidate would have Information Technology (IT) administrator knowledge with imagery and geospatial analysis experience.

About BAE Systems Electronic Systems
BAE Systems, Inc. is the U. S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it’s what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you’ll find a rewarding career that truly makes a difference. Electronic Systems (ES) is the global innovator behind BAE Systems’ game-changing defense and commercial electronics. Exploiting every electron, we push the limits of what is possible, giving our customers the edge and our employees opportunities to change the world. Our products and capabilities can be found everywhere – from the depths of the ocean to the far reaches of space. At our core are more than 14,000 highly talented Electronic Systems employees with the brightest minds in the industry, we make an impact – for our customers and the communities we serve.

Our Commitment to Diversity, Equity, and Inclusion:
At BAE Systems, we work hard every day to nurture an inclusive culture where employees are valued and feel like they belong. We are conscious of the need for all employees to see themselves reflected at every level of the company and know that in order to unlock the full potential of our workforce, everyone must feel confident being their best, most sincere self and be equipped to thrive. We provide impactful professional development experiences to our employees and invest in social impact partnerships to uplift communities and drive purposeful change. Here you will find significant opportunities to do meaningful work in an environment intentionally designed to be one where you will learn, grow and belong.

BAE Systems / Equal Opportunity Employer

JBBAE 93422BR 2023.07.16

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