Bilingual Technical Support Engineer - Reston, Virginia, , United States
1 day ago
Job description
Securiport LLC is a U.S. company based in Reston, VA, specializing in the design and implementation of passenger biometric recognition, immigration processing, and intelligent information reporting and management systems based on advanced technological solutions. Securiport provides a complete immigration processing solution and analytics to maintain border security. Services include technical analysis, design, implementation, and maintenance of Securiport's software solutions, training, and technical support to field operations.
The Technical Support Engineer provides advanced technical assistance to customers, partners, and internal teams supporting cloud-based applications and infrastructure. This role focuses on resolving complex technical issues, ensuring SLA compliance, and delivering a high-quality multilingual customer support experience. Fluency in English and Spanish is required.
Essential Functions
- Troubleshoot, diagnose, and resolve application, infrastructure, operating system, and network-related issues.
- Provide bilingual technical support (English/Spanish) via phone, email, chat, and ticketing systems.
- Analyze and interpret system and application logs using Notepad++ and LogExpert.
- Utilize ITA-2 troubleshooting tools to investigate and resolve incidents.
- Manage and resolve support tickets while meeting SLA requirements.
- Perform root cause analysis and document findings and resolutions.
- Collaborate with Engineering, DevOps, QA, and Product teams to resolve defects.
- Support User Acceptance Testing (UAT) and deployment validation activities.
- Maintain technical documentation and knowledge base articles.
- Participate in on-call rotations as required.
- Perform other duties as assigned.
Required Knowledge, Skills, Abilities
- Working knowledge of Windows and Linux environments.
- Basic understanding of TCP/IP, DNS, VPNs, and networking fundamentals.
- Experience with ticketing and work management tools such as Azure DevOps.
- Familiarity with Microsoft Azure environments (VMs, identity, databases).
- Ability to read, analyze, and troubleshoot logs and system behavior.
- Strong analytical, communication, and customer service skills.
- Ability to support multiple tickets in a fast-paced environment.
Desired Knowledge, Skills, Abilities
- Experience with Grafana or similar monitoring tools.
- Exposure to CI/CD pipelines and DevOps workflows.
- Scripting experience with PowerShell, Bash, or Python.
- IT certifications (ITIL, CompTIA, Azure, AWS, CCNA).
- Experience supporting international or government customers.
Required Education, Certifications/Licenses, Related Experience
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field required.
- 2–5 years of experience in technical support, IT operations, or systems support.
- Fluency in English and Spanish (written and verbal).
Physical Job Requirements
- Ability to remain stationary (standing and/or seated) more than half the time.
- Ability to move about the office more than half the time.
- Ability to position oneself to perform essential job functions less than half the time.
- Ability to lift and carry up to 15 lbs.
- Frequent use of hands, fingers, and wrists.
- Ability to spend extended time viewing computer monitors.
Travel Requirements
- Up to 25% international travel, including overnight travel.
- #LI-NA1
Securiport is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Securiport is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor's EEO poster and EEO poster supplement for additional information.
Disclaimer: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position at the time this job description was written. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. This document does not create an employment contract, implied or otherwise, and all employees in this position are employed "at-will."
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