Erias Ventures was founded to serve its customers with an entrepreneurial mindset. We value creative problem-solving, open communication, and empowering our employees to make decisions and put forth new ideas.

Our staff includes technical experts working across multiple disciplines, bringing diverse perspectives to every project. We are seeking engineers who wish to grow their careers and want to become part of a technically strong and growth-oriented company focused on bringing innovative solutions to the difficult mission problems facing our customers.

Description
We have immediate opening for an Outreach SME to provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.

• Respond to system issues and perform minor corrective maintenance 
• Enter issues via a problem tracking tool 
• Respond to complicated user questions 
• Monitor the health and status of current systems 
• Identify common user challenges and work with development teams, UX teams, and product leads 
• Maintain and update the ticket tracking tool 
• Assist in the preparation of routine metrics and system availability reports and user support metrics 
• Provide customer follow up to ensure questions have been answered and collect satisfaction feedback 
• Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests 
• Create additional SOPs as needed to perform corrective maintenance 
• Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues 

Experience
Six (6) years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities. High school diploma or equivalent required. Bachelor’s degree from an accredited university is highly desired

Required skills:

• SIGINT experience using mission analytic tools
• Understanding of product workflows in an operational setting
• Operational experience as an analyst preferred

• Familiarity with query languages
• Experience working with forward deployed users
• Experience providing direct user support and troubleshooting directly with the user
• Experience gathering requirements from users
• Experience providing overall process improvement and agile efficiencies supporting the existing customer base
• Experience with JIRA and Confluence

Benefits
Erias Ventures provides a complete package of wealth, health, and happiness benefits. The expected salary range for this position, depending on education and years of experience is $210,000 - $260,000.

Wealth Benefits:

• Above Market Hourly Pay 
• 11% Roth or Traditional 401k with Immediate Vesting and Deposit
• Spot Bonuses for Assisting with Business Development and Company Growth
• Professional Development Bonuses for Certificates and Degrees

Health Benefits:

• Company subsidized Medical Coverage
• 100% Company Paid Vision and Dental Coverage
• 100% Company Paid Long Term Disability, Short Term Disability, and Group Life Insurance
• Monthly Wellness Reimbursement

Happiness Benefits:

• Paid Time Off with Flexible Work Schedules and Birthday Off
• Amazon Prime Membership and Monthly Internet Reimbursement
• Technology and Productivity Allowance for Equipment and Supplies
• Morale Building and Company Events to Celebrate our Successes and Build our Community
• Onboarding and Annual Swag
• Company Paid Professional Development and Training

At Erias Ventures, we are dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, we ensure that all qualified applicants are considered for employment based on merit, without discrimination. We welcome individuals regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
 
Referrals & Inquiries
Do you know a cleared professional seeking to advance their career? Interested in earning some extra cash? If so, refer them to us with their name and contact details, and you could be eligible for a referral bonus of up to $10,000 for each successful hire.

Not seeing the right position right now? Reach out to us, and we’ll notify you as new contracts and opportunities become available!
 
Please send referrals and inquiries to:
jobs@eriasventures.com
 
To learn more about our company visit our webpage or LinkedIn.