Location: Sterling, VA
Security Clearance: Active TS/SCI CI Poly [Required]
Job Type: Full-Time
Target Salary Range*: $100,000 - $140,000
*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary
Position Overview:
Join the Makalu team as a 24/7 Intelligence Tool User Support Specialist, where your Military or Intelligence Community experience becomes mission-critical. We need your expertise to keep our vital Intelligence Applications like ChatSurfer and Bodhi running smoothly around the clock!
Key Responsibilities:
- Provide exceptional Customer Service to Intelligence professionals using your operational Intelligence Community knowledge
- Solve Problems in real-time through first-line troubleshooting issues
- Support Mission-critical Systems 24/7 through rotating shifts (including nights, weekends, and holidays)
- Bridge the Gap between users and developers with your intelligence expertise
- Monitor and maintain applications across multiple domains, including our coalition support environments
- Keep Intelligence Tools running when users need them most
- Apply your operational knowledge to help users maximize these powerful applications
- Quickly diagnose and resolve issues before they impact mission success
- Communicate technical concepts clearly to intelligence professionals
- Contribute valuable field expertise to enhance future software development
Qualifications:
Experience:
- 3+ years of Military or Intelligence Community experience with expertise in at least one intelligence discipline
- Experience with common IC tools such as Bodhi, ChatSurfer, FADE, Thresher
Customer Service Mindset - Outstanding Problem-Solving Abilities and Communication Skills
- Flexibility for 24/7 Shift Rotations covering nights, weekends, and holidays
- CompTIA Security + within 3 months of start
- Desire and ability to learn basic technical troubleshooting, which may include
- Cloud Monitoring
- Dashboard monitoring
- System changes (requires Privileged User Access
Certifications:
- Must be willing to obtain a CompTIA Security + within 3 months of start date.
Preferred Qualifications:
- Experience with Grafana, Kibana, or similar monitoring tools
- Familiarity with ChatSurfer and/or Bodhi Applications
- Software testing experience
- Basic Linux system commands
