Software Support Engineer

Location
Washington D.C
Salary
:
Posted
Jun 14, 2019
Closes
Jun 29, 2019
Ref
R0001695
Hours
Full Time
As a Software Support Engineer Term, you will be interacting with end-user clients of the airport ecosystem including airlines, other airports, third-party vendors and partners to analyze, troubleshoot and resolve issues and problems. You will collaborate with business stakeholders, Product Managers, application developers, technical leads, quality assurance team members and analysts to maintain and support innovative software applications across a wide range of solutions for the Airports Authority.

Software Support Engineer Term

This is a non-career, term job.

Serves in the Enterprise Business Innovation & Analytics (EBIA) Department in the Office of Technology; and works at any Airports Authority facility and at client work sites.

Supports and maintains innovative products serving the airport industry and contributes to the continuous improvement of the products by providing feedback and recurrent issues to business stakeholders, Product Managers, application developers, technical leads, quality assurance team members and analysts. Ensures timely resolution and updates to end-users or partners to contribute to the utilization and value proposition of offered product solutions. Solves any issues associated with mwaalabs products, solutions and services. Performs related functions.

GENERAL RESPONSIBILITIES

Provides front-end service for customer issues, troubleshooting, resolution or escalation to the next level support.

Collaborates with business stakeholders, Product Managers, application developers, technical leads, quality assurance team members and analysts to maintain and support innovative software applications.

Ensures Service Level Agreement (SLA) compliancy, reporting and continuous improvement of processes.

Develops tools to improve support efficiency and intelligence in preventive maintenance and troubleshooting.

Manages customer expectations and project management role.

Performs training, demonstration of products to potential clients, and pre-sales technical support.

Provides expert-level technical support in the design and development of client-side, services and application interfaces for mobile, digital display, kiosk and web applications using a range of technologies and tools.

Participates in user requirement sessions to understand end-user specifications and concerns.

Participates in agile development sessions to rapidly design, implement and improve technology products, services and solutions.

Keeps abreast of and learns advanced and emerging technologies.

Performs other duties as assigned.

QUALIFICATIONS

Two years of progressively responsible experience in IT creating client-side application interfaces, services, and backend for mobile, digital display, kiosk, web applications.

Knowledge of applications and ability to provide application support.

Ability to provide customer-facing support services.

Knowledge of and skill in contract and SLA compliance management.

Ability to make detailed analyses of data and information and make recommendations.

Ability to speak and write effectively.

PREFERRED QUALIFICATIONS

A Bachelor's Degree in Computer Science, Engineering, Physical Sciences or technology related fields.

Knowledge of and ability to apply and develop software systems and applications using AWS, Azure, Google and other Cloud tools.

Ability to troubleshoot client side applications.

Skill in business intelligence.

EDUCATION

A Bachelor's Degree in any field.

CERTIFICATIONS AND LICENSES REQUIRED

A state driver's license in good standing.

NECESSARY SPECIAL FACTORS

Work is typically reviewed in progress upon completion for quantity, quality, timeliness, teamwork, customer service, and other factors.

May be subject to potential hazards common to the airport environment and construction industry. Wears personal protective gear, as necessary.

May be subject to night/weekend work for on-call support, during the installation of mwaalabs products.

Works at any Airports Authority facility and/or customer facilities, both within and outside the United States.

Will require extensive travel to domestic and international locations.

#WP

#DICE

A background security investigation will be required for all new hires.

Metropolitan Washington Airports Authority is an Equal Opportunity Employer.| Follow us on Twitter @MWAAcareers.

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