Associate Technical Support Engineer

Department: Customer Support

Reports To: Sr. Manager of Customer Support

The Associate Technical Support Engineer is the first point of contact for our government customers using our suite of applications. Your primary goal is to provide exceptional customer service by addressing everyday technology questions and basic troubleshooting needs.

You will focus on identifying user issues, resolving known problems, and ensuring that complex technical requests are documented and handed off to our specialized Tier 2 team when necessary.

Work Location

This position is eligible for remote work. Priority consideration will be given to candidates based in the DMV (DC, MD, VA) area to support occasional in-person collaboration.

We also welcome applications from candidates located in the following states, based on business needs and the availability of specialized talent:

AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KS, KY, LA, MA, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TX, WA, WI, WV, WY.

At this time, we are only able to consider candidates residing in these states.

What You’ll Do (Key Responsibilities)

Application & Front-End Support

• First-Response Support: Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues.
• Basic Troubleshooting: Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors.
• Account Management: Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces.
• Incident Documentation: Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system to ensure clear records for our team.
• System Monitoring: Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members.

Collaboration & Customer Success

• Customer Interaction: Effectively communicate with end users to understand their needs, providing "white-glove" service to ensure they can navigate our software smoothly.
• Tier 2 Coordination: Identify complex issues that require backend intervention and escalate them to the Tier 2 team with a clear summary of the steps already taken.
• Project Support: Support Customer Success Managers and Project Managers by providing updates on current support tickets and helping track overall project progress for our clients.
• Internal Communication: Participate in cross-departmental emails and follow-ups to ensure that no customer request is left unanswered.

Professional Growth & Platform Knowledge

• Continuous Learning: Stay up-to-date on new features and updates across the Casepoint platforms through regular training.
• Software Testing: Participate in basic testing of new software releases to provide feedback on the user experience and help identify potential bugs before they reach the customer.
• Knowledge Sharing: Help maintain the internal knowledge base by documenting new solutions to common questions.

What You Bring to the Team

• Education: Degree in Information Technology, a related field, or equivalent hands-on experience in a customer-facing technical support role.
• Problem-Solving Skills: A natural curiosity and ability to walk users through step-by-step instructions to resolve software questions.
• Communication: Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers.
• Software Familiarity: Experience or a strong interest in supporting government-specific software and a quick ability to learn new applications.
• Citizenship: US Citizenship (non-dual) is required by government contract.
• Clearance: Ability to obtain and maintain a Public Trust or higher clearance.

About Casepoint

OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo.

The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance.

The Washington Post, which named OPEXUS + Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together.

From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds.

OPEXUS + Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.