• Provide top-notch customer support for Cint platform users • Investigate and resolve customer issues • Create and review technical documentation • Understand client requirements and translate into actionable tasks • Classify submitted bugs by severity • Debug API integrations • Coach clients on adopting key features

Role Description We deploy and maintain satellite internet and connectivity networks in remote and hard-to-reach locations across many countries. Installers in the field and the customers they serve run into technical issues at all hours, and those issues do not wait for business hours. This role provides technical troubleshooting and issue resolution, with a specific mandate for time-zone coverage. It is a backfill for a current team member, so the person needs to ramp quickly and own a live queue. Where the Customer Support role handles the front line and routing, this role goes deeper on the technical problems — connectivity, hardware, and installation issues — and coordinates directly with the field. Key Responsibilities - Technical Troubleshooting - Diagnose and resolve connectivity, hardware, and installation issues - Walk installers and customers through resolution steps clearly and patiently - Escalate complex issues with clean, complete documentation - Ticket & Case Management - Own tickets end-to-end in Freshdesk; prioritize by severity - Maintain response and resolution standards during assigned coverage, including overnight windows - Document resolutions so the team builds a reusable knowledge base - Cross-Team Coordination - Coordinate with field technicians, installers, and internal teams - Flag recurring technical issues so they can be addressed at the root - Knowledge & Documentation - Contribute troubleshooting guides and knowledge-base articles - Help raise first-contact resolution over time Qualifications - 2–4+ years in technical support, IT support, or a technical helpdesk role (intermediate to senior) - Solid, methodical troubleshooting approach; comfortable with networking fundamentals (IP, Wi-Fi, general connectivity concepts) - Ticketing platform experience (Freshdesk preferred) - Strong written and verbal English - Willing and reliably able to work overnight / non-standard hours for global coverage - Dependable internet with a backup plan for connectivity and power Preferred Qualifications - Telecom, satellite, ISP, networking, or hardware / field-installation support background - Familiarity with satellite internet or comparable connectivity products - Experience supporting field technicians or installers, not only end consumers Ideal Candidate Profile You are a methodical troubleshooter who stays calm and clear under pressure. You are genuinely reliable on odd hours — this only works if the person shows up for the window. You document thoroughly, coordinate well with people in the field, and are comfortable being the sole coverage during your shift.

Role Description SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). You will be part of the Service Desk team, responsible for receiving incoming and making outgoing phone calls to the FAA employee and non-employee user base which spans the globe in support of the US and its interests abroad. In this role you interact with end-users to support, resolve, track, and manage technical problems within ServiceNow. Shift is TBD. Position is 100% remote. - Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided. - Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner. - Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken. - Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact. - Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications. - Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems. - Uses ITSM and ServiceNow ticket processes to document actions taken. Company Description SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. - We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. - SAIC is an Equal Opportunity Employer. - Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. - For more information, visit saic.com . - For ongoing news, please visit our newsroom .

Role Description As an SRE Support Analyst, you will help support the day-to-day operational health of a production application platform. You will collaborate with the SRE team, Delivery Manager, and designated technical contacts to monitor systems, respond to incidents, support deployments, and maintain reliable, runbook-driven operations. - Monitor AWS CloudWatch logs, APM dashboards, alerting queues, and key production components during primary support hours. - Review the health of cloud infrastructure, APIs, application services, containers, databases, storage, and other supporting AWS resources. - Triage incoming incidents and support tickets, classify severity levels, follow documented runbooks, and escalate issues when they fall outside known procedures. - Participate in a shared P1/P2 on-call rotation, acknowledging alerts through PagerDuty or a similar tool and performing initial triage outside primary support hours. - Actively use AI tools, including Claude through our Anthropic partnership, to streamline tasks, improve the quality of your work, and share best practices with teammates while continuously seeking new ways to integrate AI into your everyday workflows. - Support minor defect corrections in existing Java, React, and JavaScript application code while staying within defined support scope. - Coordinate production deployments with delivery leadership and technical stakeholders while helping maintain and troubleshoot CI/CD release pipelines. - Follow established backup and recovery procedures, including restoring from the latest available backup when needed as part of incident resolution. - Keep troubleshooting documentation current by capturing failure modes, resolution steps, escalation paths, workarounds, and lessons learned from production incidents. - Collaborate closely with the SRE team to ensure consistent coverage, smooth handoffs, and shared accountability for platform stability. - Contribute to operational reporting by documenting ticket activity, incident response details, infrastructure observations, and support trends. Qualifications - Consultative approach and problem solving skills to successfully align digital solutions with long-term business goals of the client. - Hands-on experience using AI tools to enhance daily work, or a strong desire to do so, including a willingness to experiment, learn, and champion AI adoption within your role. - Commitment to understanding and exceeding client expectations. - Ability to perform project oversight and execution of deliverables. - Flexibility to adapt within a high-growth organization. - Ability to lead, mentor and motivate those around them. - Hunger for continuous learning and professional development. - Intellectual curiosity to provide creative solutions. - Full understanding of the software development life cycle. - Ability to positively impact fellow colleagues through effective leadership, presentations, coaching, etc. - Desire to work in a team environment. - Good interpersonal, written and verbal communication skills. Requirements - Experience in AI or a proven track record of rapidly learning and mentoring others on emerging tech. Benefits - Opportunity to work alongside a talented, diverse team in a collaborative and creative environment. - Ongoing investment in your growth through training, mentorship, and industry certifications. - Hands-on exposure to cutting-edge technologies across multiple industries. - Recognition programs and employee awards within an inclusive culture that celebrates great work, including our AI Innovators Program. - Remote or hybrid work options. - Competitive salary + bonus opportunities. - Robust benefits package, matching 401(k) plan, and substantial PTO. - Tuition reimbursement. Equal Employment Opportunity Policy Sparq is proud to offer equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. We are committed to providing equal employment opportunities and believe in an inclusive workplace. If you require reasonable accommodations to participate in the job application or interview process, please let us know by contacting recruiting@teamsparq.com .