Support Systems Developer/Engineer

About the role

The Support Systems Developer/Engineer will design technical improvements—such as AI chatbots and Robotic Process Automation—to modernize the support desk, automate processes, and enhance user experience. Responsibilities include analyzing current support processes, developing and deploying custom solutions, integrating AI and machine learning for predictive support, creating documentation, collaborating with the support team, monitoring performance, staying current with emerging technologies, providing technical guidance and training, and ensuring compliance with security requirements and organizational standards.

Responsibilities

• Design and implement automation solutions including AI chatbots and RPA to improve response times and user experience.
• Analyze current support processes to identify automation and efficiency opportunities.
• Develop, test, and deploy custom solutions to enhance existing support tools and systems.
• Integrate AI and machine learning technologies into support processes for predictive and proactive support capabilities.
• Create and maintain documentation for developed solutions, including technical specifications and user guides.
• Collaborate with the support team to gather requirements and feedback for new tools and improvements.
• Monitor performance and effectiveness of implemented solutions, making adjustments and optimizations as needed.
• Stay current with emerging technologies in IT service management and support automation.
• Provide technical guidance and training to the support team on new tools and automated processes.
• Ensure all developed solutions comply with security requirements and organizational standards.

Requirements

• Security Clearance: SECRET Security Clearance required.
• Certifications: CSSLP, GSEC, or Security+ certification (for Junior / Journeyman roles); CISSP-ISSAP certification (for Senior role).
• Experience Levels:
  • Junior: 0–3 years of experience + Bachelor’s Degree
  • Journeyman: 4–7 years of experience + Bachelor’s Degree
  • Senior: 8+ years of experience + Bachelor’s Degree
• Good communication skills and a self-starter mindset.
• Professional proficiency in English.
• Demonstrated proficiency in using all Microsoft Office applications.
• Must be currently authorized to work in the United States on a full-time basis (no visa sponsorship available).

Work Environment

• Moderate noise (e.g., business office with computers, phones, and printers) and/or occasional loud noise (e.g., airfield, large equipment).
• Ability to sit at a computer terminal for extended periods.

Physical Demands

• While performing job responsibilities, the employee is required to sit, stand, talk, and hear.
• Often required to sit and use hands and fingers to operate a computer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Travel

• Up to 10% occasional travel.

Benefits

• Employer contributions to health care plan (medical, dental, and vision).
• Retirement plan (401k, IRA) with a generous matching program.
• Life insurance (basic, voluntary, and AD&D).
• Paid time off (vacation, sick, and public holidays).
• Short-term and long-term disability coverage.
• Training and development opportunities.
• Employee assistance program.

Pay

Salary is determined by factors including location, education, knowledge, skills, competencies, experience, contract-specific affordability, and organizational requirements. Estimated range: $107,000 – $220,000.