Product Support Specialist IV

54544BR

Overview GA Intelligence, an affiliate of General Atomics, develops best-in-class global situational awareness and battle orchestration capabilities that process petabytes of data from diverse sources in near real time. Our systems apply state-of-the-art algorithms and machine learning techniques to extract features, fuse data and form a rich live view of objects across land, sea and sky. We empower decision makers to solve meaningful challenges through innovative data science and scalable software engineering. We are seeking an experienced Thresher Operations Support Specialist to join our team in a critical 24/7 operational support role. This position is responsible for providing front-line user support, maintenance and monitoring of an operational system to identify potential issues to the Thresher system ensuring system performance and reliability. The ideal candidate will have prior experience with Thresher, a strong background in operations support, and possess a proactive approach to troubleshooting and incident management. This role requires strong interpersonal skills and ability to work in a fast-paced, high-stakes operational environment, maintaining focus and providing continuous coverage to support our warfighters and stakeholders around the clock.

DUTIES AND RESPONSIBILITIES

Operational Monitoring and System Support: Monitor system performance and integrity via direct access to Thresher tools, including the Warfighter Tools Support Dashboard and System Status Dashboards. Monitor track data sources to ensure accuracy, performance, and integrity, identifying and addressing any anomalies. Maintain situational awareness of overall system performance to ensure timely responses to issues and support operational objectives. User Support and Communication: Provide Tier 0-1 technical support to users, answering queries and resolving issues related to Thresher functionality and performance in a timely and professional manner. Develop and maintain positive customer relations to ensure maximum customer satisfaction. Monitor and provide technical support to user interactions across various communication channels. (email, phone, chat rooms, service desk tickets) Facilitate escalation of issues to higher support tiers when necessary, ensuring timely resolution and communication with users and leadership. Document and track all user interactions, including issue reporting, troubleshooting steps, and resolutions for future reference and analysis. Incident Management and Troubleshooting: Perform initial incident triage by analyzing user-reported issues, gathering necessary data, and executing troubleshooting procedures. Coordinate with external stakeholders to gather additional information, verify incidents, and ensure appropriate escalation of unresolved issues. Generate and log discrepancy reports based on identified system or performance issues, tracking progress and resolution status. Ensure that all incidents are thoroughly documented, with detailed steps on diagnosis, troubleshooting, and resolution efforts. We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to apply. Job Qualifications Typically requires an Associates degree in a related field and four or more years of related experience. Equivalent professional experience may be substituted in lieu of education. Prior experience with Thresher is required, including familiarity with its tools, dashboards, and operational performance monitoring. Demonstrated experience in operations support with a strong background in system monitoring, user support, and incident management. Strong technical troubleshooting skills to quickly identify and resolve issues across a variety of systems and platforms. Ability to work efficiently and independently during shift work, including weekends, holidays, and nights as part of a 24/7 team. Excellent communication skills, with the ability to interact professionally with users, stakeholders, and support teams. Experience with incident management tools and procedures, including triage, escalation, and resolution tracking. Ability to document and track user interactions clearly and accurately to maintain a comprehensive log of issues and resolutions.

PREFERRED SKILLS AND EXPERIENCE

Experience with chat programs or support tools used for real-time communication in operational environments. Knowledge of incident management software and best practices for IT service management (ITSM). Experience in Tier 1 or 2 technical support in a similar operations support or systems monitoring role. Familiarity with military operations and understanding the critical nature of supporting warfighter systems. US Citizenship Required?: Yes Experience Level: Mid-Level (3-7 years) Relocation Assistance Provided?: Yes Workstyle: Onsite General Atomics is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer and will consider all qualified applicants for employment without regard to race, color, religion, religious creed, ancestry, gender, pregnancy, sex, sexual orientation, transitioning status, gender identity, gender expression, national origin, age, genetic information, military and veteran status, marital status, medical condition, mental disability, physical disability, or any other basis protected by local, state, or federal law. In accordance with applicable federal law, General Atomics takes affirmative action to employ and advance the employment of qualified protected veterans and individuals with disabilities. We also prohibit compensation discrimination under all applicable laws. U.S. Citizenship is required for certain positions. To learn more, please review the EEOC’s "Know Your Rights: Workplace Discrimination is Illegal" poster. #J-18808-Ljbffr General Atomics