Customer Care Engineer

Customer Care Engineer

Location: Remote

Description: Seeking a dedicated Customer Care Engineer to support the LGY Development, Security, and Operations 2.0 program. The engineer will provide Tier 2/Tier 3 technical support, ensure timely resolution of incidents, and deliver customer care solutions in compliance with VA standards. This role requires strong problem-solving skills, technical expertise, and the ability to collaborate with development, operations, and security teams to enhance the end-user experience.

Responsibilities:

• Provide technical support and incident resolution in alignment with program requirements.
• Maintain and update Standard Operating Procedures (SOPs) for ticket handling, escalation, and resolution.
• Deliver monthly reports including Help Desk Metrics, Root Cause Analysis Reports, and After-Action Reports.
• Develop and maintain a Knowledge Database and Dynamic Online Dashboards to track incident trends, KPIs, and SLAs.
• Collaborate with Operations, Development, and Security teams to escalate and resolve complex issues.
• Implement and update the Product Incident Escalation Communication Plan.
• Support onboarding and offboarding processes by ensuring user account accuracy and system access compliance.
• Track and report customer care KPIs to ensure SLA adherence and improve customer experience.
• Contribute to continuous service improvement initiatives and automation of support processes.

Required Skill and Experience:

• Strong knowledge of ticketing/help desk systems (ServiceNow, JIRA, Remedy, or equivalent).
• Familiarity with troubleshooting application, infrastructure, and user issues across enterprise environments.
• Excellent communication and customer service skills.
• Experience working in Agile/DevSecOps environments.
• Must be a US Citizen or Permanent Resident
• Must be able to obtain and maintain a Public Trust Clearance

Desired Skills and Experience:

• Experience providing support for VA systems or other federal government programs.
• Knowledge of LGY product line operations or similar enterprise-scale applications.
• ITIL v4 or related certification in service management.
• Familiarity with Section 508 accessibility requirements.
• Experience with knowledge base and dashboard development.

Education:

• Bachelor's degree and 3+ years of relevant experience
• 2+ years of additional relevant experience may be substituted for education

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About HigherEchelon, Inc.

HigherEchelon, Inc. (HE) is a service-disabled veteran-owned small business (SDVOSB) with offerings in Engineering, Gaming, Human Capital, Enterprise Technology and Cyber Solutions. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.

HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.

By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.

EOE/Minorities/Females/Veterans/Disabled:

HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify.