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User Engagement Engineer

Panama City, FL

Simplesense builds, deploys, and sustains the Installation Resilience Platform that enables mission operators to rapidly adapt and respond. The Platform protects critical infrastructure from cyber attack while unlocking previously siloed information to monitor, diagnose, and improve response times to incidents. Our adversaries rapidly adopt the latest technology: we help defense users respond in kind.

Simplesense is a non-traditional defense contractor and prime on the Air Force's Installation Resilience Operations Command and Control (IROC) program, which is now expanding to five additional Air Force, Space Force, and Army installations from the one prototype installation, Tyndall Air Force Base.

Our team combines over 100 years of direct mission experience solving hard problems with 50 years technical expertise deploying DevSecOps, cybersecurity, and cloud infrastructure, giving us a deep appreciation for our customers’ mission and end users’ priorities. We build for scale, architecting and prioritizing technical work for long term sustainability.

User Engagement Engineer

Location: Panama City, FL; Tyndall Air Force Base (US Based) 

About the Role

As the User Engagement Engineer, you’ll serve as the front line for our users and customers—delivering a responsive, high-quality experience from the very first interaction. In this role, you’ll provide Tier 1 support and onsite maintenance helping users quickly resolve issues and ensuring systems remain operational and effective in the field. You’ll help guide and support users throughout their entire journey with our applications and resources, ensuring they can access insights and tools smoothly and effectively. You’ll also work closely with the Connectivity, Platform, and Data Insights teams, helping translate user needs into improvements while ensuring the platform stays resilient, secure, and mission-ready.

Work Model: Tyndall AFB

  • Locals: 4-5 days/week onsite.
  • Remote: Quarterly travel for team meetings.

What Success Looks Like:

  • 30 Days: Work with Field Program Manager to identify key organizations and individuals for engagement, and learn site operating rhythms and patterns.
  • 60 Days: Own site-specific SOPs and provide input for process improvements. Collaborate with Staff UE to enhance the prioritized plans to address user needs. Establish relationships, gather feedback, and create/modify dashboards for effectiveness.
  • 90 Days: Provide desk-side training and help sessions. Own and maintain dashboards.

What You’ll Do

  • Execute Tier 1 Support and Triage: Serve as an initial point of contact to resolve routine issues using runbooks and accurately categorize urgency for Tier 2 escalations.
  • Monitor System Health: Run daily checklists and monitor alerts to proactively identify and address system issues before they impact the user base. 
  • Provide touch maintenance: Perform physical troubleshooting and remediation for issues with onsite hardware and infrastructure.
  • Deploy Network Infrastructure: Install network appliances (gateways, switches, firewalls) to support just-in-time customer requirements.
  • Facilitate Technical Handoffs: Gather comprehensive diagnostic data and context information from users to provide input for complex engineering escalations.
  • Drive Resolution: Manage the end-to-end lifecycle of support tickets, ensuring consistent status updates and timely closures to maintain high levels of customer satisfaction.
  • Maintain Data Visualization Dashboards: Ensure continuity of results and data accuracy following the deployment of new features or functionality to prevent regressions in existing displays.
  • Curate User Documentation and FAQs: Maintain reference materials within searchable libraries to empower users with self-service options.
  • Foster Community Engagement: Actively participate in multi-facility user groups to share best practices, answer questions, and bridge the gap between users and technical experts.
  • Analyze Support Trends: Monitor ticket patterns to identify recurring user needs, identify and resolve gaps in reference materials, and highlight systemic issues to the appropriate Capability teams for long-term resolution.

What You Bring

Required Qualifications:

  • Experience: 5+ years of experience in customer support or technical user engagement, with a focus on initial intake and triage.
  • Technical Skills: Experience with observability tools (e.g., creating/maintaining dashboards), basic network troubleshooting, utilizing ticketing systems for issue resolution, and contributing to knowledge bases/documentation.
  • Domain Knowledge: Ability to clearly communicate complex software application concepts to users in an accessible, instructional format.
  • Travel: You will be required to travel quarterly for team planning events.
  • Must be able to obtain DoD 8570/8140 IAT Level II certification (e.g., CompTIA Security+ CE) within 6 months of hire.
  • Must be a U.S. Citizen and able to obtain a DoD NIPR network account and Common Access Card (CAC)
  • Must have, or be able to obtain, a Secret Clearance.

Preferred Qualifications:

  • Based in Panama City, FL. 
  • Experience working within DoD, Air Force, or Federal contractor environments.
  • Certification in ITIL Foundations or a similar customer service framework.
  • Excellent interpersonal and communication skills, both written and verbal.

Our Culture

At Simplesense, we value high-trust autonomy. We look for people who can navigate ambiguity and are driven by the mission.

  • Safety & Innovation: You embed security and reliability practices into daily work to drive continuous improvement and mitigate risk.
  • People & Communication: You invite vigorous debate and offer "kindly blunt" feedback, always maintaining empathy and assuming noble intent.
  • Integrity & Ethics: You build trust by honoring commitments, acting ethically, and resolving conflict through direct, honest communication.
  • Strategic Problem Solving: You focus on high-priority issues to create documented and scalable solutions—avoiding shortcuts.
  • Agility: You move quickly to fix small problems, learn from the past, and pivot transparently when the mission requires it.

Pay Range: $95K-$115K per year. Compensation is determined based on experience, skill level, and location. We review ranges regularly to ensure market competitiveness.

 

Competitive Benefits

  • Equity
  • Medical, Life, Short-Term Disability, and AD&D insurance
  • Medical travel coverage
  • Dental coverage
  • Vision coverage
  • 401k matching

Our Typical Hiring Process

  1. Find Your Fit: Your journey starts here. Explore and apply to our open positions to find the right role for your skills.
  2. Initial Chat: A brief call with our recruiting team to learn about your background and answer your initial questions about Simplesense.
  3. Values & Vision: A conversation with a hiring manager to discuss how your aspirations align with our mission and goals of the team.
  4. Show Your Skills: Complete a technical assessment that reflects the work you’d be doing.
  5. Team Interview: Interview with the team to discuss your experience and see if we’re a great match.
  6. Final Handshake: A final conversation to ensure we’ve answered all your questions before making a decision.
  7. Welcome to Simplesense!

 

Simplesense is an equal opportunity employer committed to a policy of merit-based employment. All employment decisions—including recruitment, hiring, promotion, compensation, benefits, training, and termination—are made based on individual qualifications, performance, and business needs. We strictly prohibit discrimination or harassment of any kind on the basis of protected characteristics as recognized by federal, state, or local law. As a U.S. government contractor, Simplesense complies with all applicable equal employment opportunity laws, Section 503 of the Rehabilitation Act, and the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA). If you need a reasonable accommodation to complete the application or take part in the interview process, please contact People Operations at careers@simplesense.io. 

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