Ability to articulate technical information clearly to customers, field support personnel, developers, and non-technical stakeholders.5+ years supporting, administering, or troubleshooting Java applications5+ years working with Linux command line tools, Bash scripting, SQL queries, logs, system errors, and configuration files5+ years deploying, maintaining and troubleshooting web application environments, including web servers such as Jetty, Apache, or IIS, networking concepts, sockets, web services, PKI, certificates, and key management5+ years supporting software releases, patches, vulnerability remediation packages, IAVAs, security updates, or customer delivery artifacts5+ years' experience conducting manual QA, validation testing, installation testing, or customer acceptance supportCurrent DoD 8140 / DCWF qualifications required for the applicable work role and customer environment; COMPTIA Security Plus will cover this roleDesired ExperienceAbility to read, understand and code in Java or JavaScript for troubleshooting is desiredExperience with virtual machines, cloud environments, Azure, development/test environments, or internal support infrastructure is desirableExperience with DoD Organizational Messaging, Information Transport Service, Defense Messaging, Naval Messaging, Military Messaging, Legacy Messaging, or related mission systems is desirableExperience using AI-enabled tools, copilots, or lightweight agents to improve technical support, troubleshooting, log analysis, ticket triage, knowledge-base development, documentation, test-case generation, scripting, release support, or engineering workflow automation is desirableEducationDegree: Bachelor's degree in Computer Science, Cybersecurity, Information Technology, Information Systems, Computer Information Systems, Software Engineering, or a closely related technical field. ResponsibilitiesCustomer Support and TroubleshootingSupport customer and Product Support Engineer escalations through ticket triage, investigation, troubleshooting, and resolution supportAssist with advanced product support for customers without embedded Product Support Engineer coverageReview logs, system behavior, customer reports, configuration details, and other technical evidence to help diagnose product or environment issuesHelp document issue severity, customer impact, workaround availability, and technical findings so issues can move through the appropriate support or engineering pathCommunicate technical information clearly to customers, Product Support Engineers, and internal stakeholdersRelease Delivery and Product SustainmentAssist with preparation and validation of customer-facing product releases, patches, IAVAs, advisories, and other update packagesHelp consolidate installers, dependencies, scripts, documentation, and release artifacts into customer-deliverable packagesSupport installation, upgrade, patching, and validation activities through scripting, documentation updates, troubleshooting, and field coordinationParticipate in post-delivery support to help resolve issues identified during customer installation, testing, or operational useDocumentation and TrainingCreate and update product documentation, installation guidance, release notes, advisories, support procedures, and customer-facing technical materials.