Technical Support Engineer bei ECS

ECS is seeking a Technical Support Engineer to work in our Fairfax, VA office.

ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency’s (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete ‘Data Services’ solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements.  

We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key.  Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!  

Technical Support Engineer provides advanced technical advice and guidance on installation and configuration of CDM custom developed solutions. 

The successful candidate will have demonstrated hands-on experience troubleshooting custom developed solutions.  The Technical Support engineer will play a critical role in measuring the Service Level Agreements (SLAs)  and Service Level Objects (SLOs) for our solution.   

The Technical Support Engineer will be responsible for reviewing comprehensive logs using the Elastic stack and other tools as necessary to ensure resolution to incidents.  Additionally, they will respond to incidents, perform root cause analyses, and recommend or develop solutions to prevent reoccurrences.   

The Technical Support Engineer assists in developing continuous process improvement for support tools and troubleshooting techniques.  The Technical Support Engineer will work in close collaboration with other team members, developers, testers, infrastructure engineers, DevSecOps engineers to integrate solutions into the software development lifecycle.