Job Description

Job Description

POSITION OVERVIEW

The G2K Labs Support team is seeking engineers that enjoy solving problems, working with customers, and have technical backgrounds from a variety of different fields including Linux/Windows systems administration, database design and optimization, big data analysis, network administration, and dev ops. Support engineers may field general guidance questions from customers such as getting started using G2K Labs services up to troubleshooting and reproducing complex performance issues from customers with highly complex environments. Our support engineers are also the “voice of the customer” and have a strong voice in to the development teams for recurring issues or feature requests. If you’re experienced in Linux system administration with some database exposure and you are more comfortable “getting your hands dirty” than using a search engine for solutions, then we’re looking for you!

You will have the exciting opportunity to help drive the growth and shape the future of our portfolio in the US Federal Government as well as the commercial sector. As a Technical Systems Specialist, you will support our existing and prospective customers through technical presentations and support. Travel to customer sites may be necessary. You will be the first point of contact with our customers during the implementation/deployment/support lifecycle.

RESPONSIBILITIES

• ​Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Work directly with architects to help reproduce and resolve customer issues
• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services
• Drive customer communication during critical events
• Drive projects that improve support-related processes and our customers’ technical support experience
• Assist in customer presentations
• Keep management informed of high priority issues and escalate, when appropriate
• Maintain a holistic view of issues and resulting action plans for one Program Customer, where appropriate
• Learn and support new capabilities that are released into the field version software
• Provide "quick response" capabilities to Customers on an as-needed basis (Note: The ability to travel to visit Customers on short notice is a requirement)
• Ensure customer satisfaction

The ideal candidate should have:

• Spanish language skills are a must! (Level 3+)
• Education: Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics; or relevant work experience
• Demonstrated proficiency in these areas:
• Systems administration in Linux/Unix or Windows
• Experienced with Linux system monitoring and analysis
• Experience with Linux Application level troubleshooting
• Networking (DNS, TCP/IP)
• Excellent oral and written communication skills – customers contact us via calls, chats, and email.
• Customer service experience / strong customer focus
• Strong multi-tasking skills Comfortable in an ambiguous, ever changing environment.
• Deep understanding of the target client's mission and area specific issues.
• Willingness for up to 25%+ domestic and international travel.
• Deep understanding of key industry solutions and competitive technologies
• Experience analyzing, troubleshooting, and providing solutions for technical issues.
• Expertise with Linux system administration in a virtual environment, file structure management, common Linux applications, system troubleshooting tools.
• Knowledge of deploying applications
• The successful candidate must be a U.S. Citizen and eligible to obtain a government clearance, existing clearance is a plus. This position is in the Washington, DC area, and may also require non-local travel and overnight stays. The selected candidate must be able to start within 30 days of offer acceptance.

The ideal candidate has a passion for the public sector, an entrepreneurial spirit, and the ability to quickly grasp technology concepts.

CORPORATE OVERVIEW

G2K Labs and our affiliate companies have been serving the industry for over 30 years. Our US venture has the feel of a startup with the backing and support of a well-established organization recognized globally. G2K Labs provides a clear and sustainable answer for today’s challenges. We contribute by creating intelligent security solutions for law enforcement, intelligence agencies, telecom providers and internet service providers. Our user-friendly solutions support our customers at a strategic, tactical and operational level. Through reliability and a greater user experience we enable them to be effective, efficient and successful. Like no other we understand that trustworthiness, independence and discretion are values of paramount importance.

Purpose: We work with the Law Enforcement, Intelligence communities and

telecommunications providers, enabling state-of-the art technology to assist public safety.

Compensation: Our compensation and benefits package includes competitive salary, health coverage and more.

Work-life Balance: Flexible hours ensure you can have an exciting career and a good home life balance as well.

G2K Labs is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

Company Description

G2K Labs was founded over 38 years ago with extensive experience in a wide range of security solutions like lawful interception (ETSI/ CALEA), (mass) surveillance, location based services, big data and data disclosure solutions, network management solutions, along with our partners we are able to provide end to end solutions. We support governments, intelligence agencies, telecom and Internet service providers to solve security matters and create sustainable critical nationwide intelligence infrastructures. The robust and high performance solutions from our LIMA portfolio are used globally.

Company Description

G2K Labs was founded over 38 years ago with extensive experience in a wide range of security solutions like lawful interception (ETSI/ CALEA), (mass) surveillance, location based services, big data and data disclosure solutions, network management solutions, along with our partners we are able to provide end to end solutions. We support governments, intelligence agencies, telecom and Internet service providers to solve security matters and create sustainable critical nationwide intelligence infrastructures. The robust and high performance solutions from our LIMA portfolio are used globally.