Product Customer Support Subject Matter Expert

Position Overview

UpSlope Advisors is seeking a mission-driven Product Customer Support Subject Matter Expert to support a federal client in managing the full lifecycle of technical programs and digital products. This hybrid role blends strategic product management with systems engineering and SETA (Systems Engineering and Technical Assistance) support. The ideal candidate will serve as a trusted advisor to government stakeholders-driving product vision, aligning user needs with technical execution, and ensuring delivery of mission-critical capabilities.

Key Responsibilities

• Define product vision, roadmaps, and success metrics in partnership with government sponsors and end-users
• Translate mission needs into actionable requirements, user stories, and prioritized backlogs
• Lead sprint planning, stakeholder reviews, and vendor coordination to ensure on-time, in-scope delivery
• Champion user-centered design, facilitate feedback loops, and validate usability with diverse stakeholders
• Provide acquisition, systems engineering, and programmatic support across the product lifecycle
• Evaluate technical proposals, architectures, and integration strategies for feasibility and alignment
• Identify and mitigate risks through independent assessments of readiness, tradeoffs, and dependencies
• Interface with developers, integrators, and stakeholders to track progress and remove blockers
• Oversee test planning, performance reviews, and deployment readiness activities
• Draft decision briefs, white papers, and acquisition documentation for leadership use
• Act as the primary liaison with customer support operations to capture, triage, and integrate user feedback into product improvements
• Develop, maintain, and execute engagement and communication strategies to align stakeholders, promote transparency, and drive mission adoption

Required Qualifications

• U.S. citizenship and eligibility for TS/SCI clearance
• Bachelor's degree in engineering, computer science, business, or related field
• 10+ years of experience in product management, systems engineering, or program support
• Experience supporting U.S. government programs (DoD, DHS, IC, or civilian agencies)
• Strong analytical and communication skills, with the ability to influence senior decision-makers
• Familiarity with Agile methodologies and tools (e.g., Jira, Confluence)

Preferred Qualifications

• Advanced degree or certifications (e.g., PMP, SAFe, CSPO, CSEP)
• Knowledge of acquisition frameworks (FAR, DFARS, DoD 5000)
• Familiarity with cloud infrastructure, software development, or data science
• Prior SETA or PMO experience supporting government product teams

Security Requirement

Top-Secret SCI

About Us

UpSlope Advisors is an 8(a), professional engineering services company that provides expert mission-first technical and programmatic support for US Intelligence Community (IC), Department of Defense (DoD), and Federal agencies. As a 'Mission First / People First' company, we believe that success starts with the people. Our employees are the heart of our client(s) mission and enabling success for both our clients and employees requires opportunity for personal and professional growth. At UpSlope, we take pride in our ability to offer a competitive benefits package and a balanced work environment that allows our employees to thrive.