Technical Support Engineer

Technical Support Engineer Washington, DC, US Salary Range: $95,324.00 to $115,190.00 Annually Location & Flexibility Priority consideration for candidates in the DMV (D.C., Maryland, Virginia) area. Eligible for remote work from many states (AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TX, VA, WA, WI, WV, WY). Applicants must reside in one of these states at hire and throughout employment. What You’ll Do: Administrative/User Support Responsible for day‑to‑day task needs with government and commercial customers. Respond to end users and customers on basic technology‑related issues and questions. Capture detailed information regarding the issue and resolutions in the ticket tracking system. Manage, track, and resolve tickets within service‑level‑agreement thresholds, escalating as needed. Support users with self‑service eDiscovery tasks such as ingestion, processing, productions, data loading, cloud collections, legal hold, and other platform integrations. Perform data analysis, exports, and manipulations. Convert, normalize, and migrate data from various databases, converting text and image files to various formats. Provide coding support (Postgres) as needed for data ingestion, processing, or analysis; address exceptions during data processing. Perform data disposition activities such as archive and deletion. Complete user‑based administration tasks, including creating categorization tags and running searches to support litigation tasks. Set and manage expectations with customers. Communicate with project leads on estimates and deadlines for tasks. Assist project managers with Casepoint application tasks. Technical Understand components of platform ELK Stack, PostgreSQL, Redis, RabbitMQ, API servers and their interaction; basic knowledge of virtual/cloud infrastructure and networks. Understand file transfer technologies across cloud/on‑prem platforms. Analyze issues and provide detailed analysis to the Product team. Work with customers to reproduce issues and share exact details with the Product team. Develop root‑cause analysis. Apply knowledge of PostgreSQL queries and procedures; advanced understanding is a plus. Provide structured and unstructured data analysis, modeling, and optimization. Recommend improvements for data storage performance and efficiency. Debug code with guidance from product team for troubleshooting. Coordination Coordinate with internal teams (Information Services, Product, Customer Services) to ensure system issues are resolved in a timely manner. Serve as the main point of contact to resolve all aspects of tickets and provide updates and resolution to the customer. System Reliability Monitoring Ensure system parameters are monitored and the system is functioning normally at all times. Serve as point person when system reliability issues occur. What You’ll Bring to the Team: Education Computer science or information technology‑related degree focusing on database administration or data analysis, or equivalent combination of education and experience. Specialized Knowledge Minimum two years of experience in the eDiscovery field. Strong understanding of the EDRM lifecycle. Technical Proficiency Solid understanding of database design and management, data processing activities, and legal document review requirements. Ability to work in a fast‑paced, deadline‑driven environment, handling multiple tasks to completion. Communication Excellent communication and customer service skills. Excellent client‑relationship skills, including the ability to proactively manage client expectations and adapt capabilities to meet client needs. Citizenship US citizenship (non‑dual) is required by government contract. Clearance Current Secret or higher clearance required. Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. #J-18808-Ljbffr