Tech Support Engineer - Federal (Finance)

Tech Support Engineer

Remote, US - MUST WORK PST HOURS

We are Omnissa! The world is evolving fast, and organizations everywhere-from corporations to schools-are under immense pressure to provide flexible, work-from-anywhere solutions. They need IT infrastructure that empowers employees and customers to access applications from any device, on any cloud, all while maintaining top-tier security. That's where Omnissa comes in.

The Omnissa Platform is the first AI-driven digital work platform that enables smart, seamless and secure work experiences from anywhere. It uniquely integrates multiple industry-leading solutions including Unified Endpoint Management, Virtual Apps and Desktops, Digital Employee Experience, and Security & Compliance through common data, identity, administration, and automation services. Built on the vision of autonomous workspaces - self configuring, self-healing, and self-securing - Omnissa continuously adapts to the way people work; delivering personalized and engaging employee experiences, while optimizing security, IT operations and costs. We're experiencing rapid growth-and this is just the beginning of our journey!

At Omnissa, we're driven by a shared mission to maximize value for our customers. Our five Core Values guide us: Act in Alignment, Build Trust, Foster Inclusiveness, Drive Efficiency, and Maximize Customer Value-all with the aim of achieving shared success for our clients and our team. As a global private company with over 4,000 employees, we're always looking for passionate, talented individuals to join us. If you're ready to make an impact and help shape the future of work, we'd love to hear from you!

The Elevator Pitch: Why will you enjoy this new opportunity? Are you passionate about learning new technology and solving complex problems for strategic customers? Omnissa has a Technical Support role for you. You will be working on the latest and top-of-the-line technology suite, becoming an expert in the industry. Our Global Customer Service organization supports over 27,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. In this role, you will be joining Omnissa's Federal Support team supporting the Workspace ONE® product suite. You will be in the forefront of the work from anywhere transformation helping our customers shift their workforce to remote and hybrid.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? As a Technical Support Engineer in Global Customer Service the team, you will be learning Omnissa Workspace ONE® technology and help our customers troubleshoot, understand, and overcome challenges in their operation.

• First steps on in this role will be to upskill on Global support processes and products to understand how the technology works and how our customers use it.
• Once achieved, you will support our Federal customer base, backed by a team of tenured engineers, through troubleshooting, research, and lab reproduction.
• As your skill set grows, you will work on additional product lines and progress your skillset on additional technologies, and work with senior engineers to build cases that shape product development, based on how customers are using our products.
• Throughout this time, and your career at Omnissa, you will be able to develop through training, learning tools, research time and training days.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? As a Federal Technical Support Engineer on the Global Customer Service team, you'll be responsible for resolving technical issues for our Federal customer base. Success in this role requires a motivated individual who is eager to learn, has strong customer service and technical problem-solving skills, and thrives in a challenge-driven environment. To be successful in this role, you will:

• Acquire new communication and technical skills, including expertise in areas like technical knowledge, applied logic, and effective management of time, queues/backlogs, and customer interactions.
• Build your technical proficiency in network troubleshooting, working across device platforms (Android, Windows, Apple, MacOS), and server-level troubleshooting (Windows, Linux).
• Resolve complex issues while delivering exceptional support to our customers.
• Troubleshoot, research, and resolve problems using tools like labs, log bundles, knowledge bases, peer collaboration, and other resources you'll gain expertise in.
• Collaborate with Product Engineering, Field Teams, and Technical Experts to resolve challenges and enhance the customer experience with our technology.
• Contribute to the creation and maintenance of knowledge articles for global distribution, based on the issues you've successfully addressed.
• Thrive in an environment of trust, continuous learning, and coaching, where you are empowered to grow and succeed, supported by a skilled team of engineers and a leadership group committed to your development.

Qualifications, Required Skills:

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).
• 5+ years of experience in a technical support, IT service management, or related technical role.
• Strong understanding of federal government contracting processes and familiarity with federal security requirements (e.g., FISMA, NIST, FedRAMP).
• Excellent technical troubleshooting skills and ability to manage complex technical issues across multiple software platforms.
• Strong communication skills with the ability to effectively interact with technical and non-technical stakeholders.
• Experience working in a fast-paced environment with tight deadlines and competing priorities.
• Ability to work independently, prioritize tasks, and ensure customer satisfaction.
• U.S. Citizenship and the ability to obtain a security clearance may be required depending on specific client contracts.
• Shift flexibility in support of a 24/7 Federal support organization, including on-call rotations.

Preferred Skills:

• Familiarity with cloud technologies and software-as-a-service (SaaS) platforms.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira) and ticketing systems.
• Previous experience in a federal or government-focused software company.
• 3+ years of Networking fundamentals and diagnostic tools: proficiency in core networking concepts (TCP/IP, DNS, DHCP, HTTP/HTTPS, firewalls, etc.) and skilled in utilizing tools such as Wireshark and HAR (HTTP Archive) capture for traffic analysis and troubleshooting complex network communication issues across various environments.
• Experience with SQL Querying and Database Interaction: basic experience with SQL for data retrieval, filtering, and troubleshooting within relational databases. Capable of writing simple queries to assist in support investigations or system diagnostics.
• 2+ years of experience with API Integration and Testing: comfortable with basic API authentication and troubleshooting integration issues.
• 2+ years of experience with Mobile Device Management (MDM) Platforms: configuring and supporting MDM solutions such as VMware Workspace ONE®, Microsoft Intune, or MobileIron, including device enrollment, policy enforcement, and app deployment across iOS and Android platforms.

Omnissa industry recognition and awards:

• Gartner Magic Quadrant: Consistently positioned as a leader in Gartner's Magic Quadrant for Desktop as a Service (DaaS) and Virtual Desktop Infrastructure (VDI).
• IDC MarketScape Q2 2024: Recognised as a leader in IDC MarketScape reports for EUC.
• Forrester Wave report for Q4 2023: Workspace ONE received the highest scores in the current offering category and the second-highest scores in the strategy category.
• Customer Satisfaction and Reviews: High ratings and positive reviews on platforms like Gartner Peer Insights and TrustRadius.

Omnissa's commitment to diversity & inclusion: "Omnissa is committed to building a workforce that reflects the communities we serve across the globe. We believe this brings unique perspectives, experiences, and ideas, which are essential for driving innovation and achieving business success. We hire based on merit and with equal opportunity for all."

Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind: Omnissa is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes applicants of all ages. Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with local law.

Disclaimer for US-Based Roles: This job requisition is not eligible for employment-based immigration sponsorship by Omnissa