CSR Engineer

Job Title: CSR Engineer (Customer Success Representative)

Job Description

The CSR Engineer serves as a Cisco-focused Customer Success Representative, providing end-to-end support for licensing, software, devices, and networking products in a secure environment. This role ensures that customer solutions function correctly, delivers white-glove service, and manages the full lifecycle of support tickets using modern tracking tools. The position is based onsite in Reston, VA and offers a hands-on, friendly culture with ongoing professional development.

Responsibilities

• Provide Tier 1, Tier 2, and Tier 3 technical support with an approximate workload breakdown of 60% Tier 1, 30% Tier 2, and 10% Tier 3.
• Deliver white-glove customer service by managing requests from initial intake through resolution and closure (cradle to grave).
• Support licensing and software for classified environments, ensuring that software, devices, and products are configured correctly and operating properly on the network.
• Troubleshoot and resolve issues related to Cisco licensing and networking products, including routers, switches, and related infrastructure.
• Track, manage, and document tickets primarily in JIRA, with ServiceNow or similar tools as backup for after-action data and reporting.
• Monitor ticket data on a weekly and monthly basis to ensure timely closure and accurate reporting of support activities.
• Collaborate with internal teams and contract stakeholders to provide a consistent and high-quality customer experience.
• Apply help desk best practices with a strong customer focus, positive attitude, and clear communication in all interactions.
• Leverage Salesforce, ServiceNow, or similar platforms for documentation, tracking, and improving customer experience where applicable.
• Identify opportunities to improve processes, documentation, and support workflows based on ticket trends and customer feedback.
• Participate in regular one-on-one meetings, quarterly team meetings, and soft skills training sessions, including public speaking development.
• Maintain professionalism and discretion when working in a secure, onsite environment supporting a single contract.

Essential Skills

• Experience providing Tier 1, Tier 2, and Tier 3 technical support, with the ability to handle a majority of Tier 1 issues and escalate or resolve more complex Tier 2 and Tier 3 cases.
• Help desk and customer support experience with a strong customer-focused mindset and professional attitude.
• Hands-on experience with ticketing systems, preferably JIRA as a primary platform for tracking and documentation.
• Familiarity with Cisco licensing or comparable licensing models from other vendors.
• Understanding of networking fundamentals, including routers, switches, and general network configuration concepts.
• Ability to manage the full lifecycle of support requests from intake through resolution and closure.
• Strong written and verbal communication skills for documenting issues and interacting with customers and internal teams.
• Bachelors degree (BA/BS) or equivalent combination of education and relevant experience.
• Approximately 5 years of relevant experience preferred, including military experience that aligns with technical support or networking responsibilities.

Additional Skills & Qualifications

• Experience using JIRA for ticket tracking, documentation, and reporting in a technical support or customer success environment.
• Experience with Salesforce or ServiceNow for tracking, documentation, and after-action data to enhance customer experience.
• Exposure to DevOps practices, scripting, or programming, which may open up additional career paths, though not required for this role.
• Relevant military experience that includes technical support, networking, or licensing responsibilities is considered a strong asset.
• Ability to work effectively in a secure, onsite environment supporting a single contract.
• Interest in supporting armed forces and mission-focused work.
• Willingness to participate in ongoing soft skills training, including public speaking and professional development sessions.

Job Type & Location

This is a Contract position based out of Reston, VA.

The pay range for this position is $40.00 - $50.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Reston,VA.

This position is anticipated to close on Oct 23, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.