App Support & User Engagement Specialist (Polygraph)

About The Team Here at BTI360, we’ve built a culture that’s passionate about developing software engineers. Software doesn't build itself. People do. In fact, teams of people do. That's why our primary focus is on developing better craftsmen, better teammates, and better technical leaders. By putting people first, we're not just giving our teammates more opportunities to grow, we're also raising the bar of the software we ship. BTI360 previously has been voted 10 years in a row as a TOP Place to Work by the Washington Business Journal. We are looking to add an Application Support & User Engagement Specialist to our team who will serve as a key liaison between development teams, mission users, and program leadership to improve overall user experience, communication, and operational effectiveness across the program’s applications and services. This role is responsible for supporting day‑to‑day user engagement activities, maintaining and improving system documentation, assisting with user issue triage, and helping communicate new functionality and system updates to stakeholders. The ideal candidate is organized, proactive, technically curious, and comfortable working across both operational and technical teams in a fast‑paced mission environment. Key Responsibilities Include Provide front‑line application and user support for mission users and stakeholders Triage and track basic user issues, bugs, and requests, escalating to development teams as appropriate Maintain, update, and improve existing system and user documentation to ensure accuracy and usability Assist with creation and dissemination of user communications related to new functionality, releases, outages, and operational updates Coordinate with development, testing, and operational teams to gather information and communicate status updates Help identify recurring user pain points and recommend process or documentation improvements Support onboarding and user enablement activities as needed Contribute to operational coordination efforts that improve transparency, responsiveness, and overall user experience The Ideal Candidate Should Possess TS/SCI with Polygraph required at time of application Strong written and verbal communication skills Excellent organizational and follow‑up abilities Ability to manage multiple priorities in a fast‑paced environment Strong customer service mindset and attention to detail Ability to quickly learn technical systems and workflows Experience supporting software development or operational environments preferred This position plays an important role in improving communication, knowledge sharing, and user satisfaction across the program while helping development teams remain focused on mission delivery. BTI360 Benefits For Full‑time Teammates Fully paid healthcare premiums Competitive salaries and performance bonuses Career development and in‑house training Tuition Reimbursement Up to 5 weeks PTO plus 2 weeks of federal holidays 401K dollar for dollar matching up to 6% annually – vested immediately on day 1 Giving Back: Serving communities locally and across the globe Social Events (happy hours, golf tournament, BTI360 Family Festival and more) Commitment to Fairness and Inclusion At BTI360, we believe that unlocking the potential of others is not just a mission—it’s the heart of our culture. We are committed to fostering an inclusive environment where every individual can grow each day, lead with humility, and do the right thing. Our core values guide us in developing software that makes a difference, primarily serving national security customers in the Washington, DC metropolitan area. We are an Equal Opportunity Employer. We do not discriminate against any employee or applicant based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristics. We celebrate fairness and are dedicated to creating an environment of mutual respect and inclusion where everyone can bring their true selves to work. Join us in a workplace where your contributions are valued, your growth is encouraged, and your potential is unlocked. Together, we develop great software fast and deliver exceptional solutions for our customers. #J-18808-Ljbffr