Outreach Subject Matter Expert Level 3 (OSME3)

Outreach Subject Matter Expert Level 3 (OSME3)

Location: Annapolis Junction, MD (100% onsite)
Clearance Required: Active TS/SCI with Full Scope Polygraph
Salary Range: Targeting $120,000 - $140,000

Position Summary

We are seeking an Outreach Subject Matter Expert Level 3 (OSME3) to support a mission-critical software environment within a classified government program. This mid-level role supports daily technical operations and serves as a key liaison between end users, engineering teams, and system stakeholders to ensure operational tools and services remain reliable, functional, and continuously improving.

This is not an entry-level help desk position. The ideal candidate brings prior technical operations or support experience, strong independent troubleshooting skills, and the ability to operate effectively in a fast-paced, mission-focused environment.

Key Responsibilities

• Provide direct technical support to end users of internal operational tools and systems
• Troubleshoot and resolve system, software, and data flow issues
• Analyze system logs, network traffic, and other outputs to identify root causes
• Track, document, and manage issues using Jira and Atlassian tools
• Coordinate with engineering and development teams to resolve defects and outages
• Develop and communicate temporary workarounds when permanent fixes are pending
• Monitor system health, performance, and availability indicators
• Escalate complex or unresolved issues to Tier II or engineering teams as appropriate
• Create and maintain technical documentation, SOPs, and troubleshooting guides
• Prepare status reports and metrics on system performance and recurring issues
• Clearly communicate technical issues to both technical and non-technical stakeholders
• Support continuous improvement of operational tools, workflows, and user experience

Required Qualifications

• Active TS/SCI with Full Scope Polygraph
• Approximately 3-4 years of relevant technical experience (additional experience welcomed)
• Background in technical support, operations, cyber, systems analysis, or similar fields
• Experience troubleshooting software, systems, and data flows
• Familiarity with Jira, Atlassian, or similar ticketing systems
• Understanding of basic API concepts and system-to-system communication
• Ability to analyze logs, system outputs, and/or network-related data
• Strong written and verbal communication skills
• Ability to work independently and manage competing priorities
• Demonstrated ability to quickly learn and adapt to new technical systems

Preferred Qualifications

• Experience supporting cybersecurity, SIGINT, or Intelligence Community programs
• Familiarity with Splunk, SIEM tools, or related monitoring platforms
• Experience with network traffic or packet analysis
• Basic scripting or automation skills (e.g., Python)
• Experience working in 24/7 operational or watch floor environments
• Background in customer-facing technical support within enterprise or government systems

Ideal Candidate Profile

The successful candidate is a proactive problem solver who thrives in high-tempo environments, enjoys digging into complex technical issues, and serves as a trusted bridge between users and engineering teams. They are detail-oriented, adaptable, and capable of transforming operational challenges into actionable solutions.

Benefits:
• PTO
• Holiday Pay
• 401K with a 4% Match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life & AD&D
• Voluntary Life AD&D
• Short-term Disability
• Long-Term Disability
• Health Savings Account
• Flexible Spending Account (Health and Dependent)
• Critical Illness Insurance
• Accident Insurance
• Hospital Indemnity Insurance
• Employee Assistance Program (EAP)

We are committed to fostering an inclusive workplace and provides equal employment opportunities (EEO) to all employees and applicants for employment. We do not employ AI tools in our decision-making processes. Regardless of race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran. ensures that all employment decisions are made in accordance with applicable federal, state, and local laws. Our commitment to non-discrimination in employment extends to every location in which our company operates.