User Engagement Specialist

Simplesense builds, deploys, and sustains the Installation Resilience Platform that enables mission operators to rapidly adapt and respond. The Platform protects critical infrastructure from cyber attack while unlocking previously siloed information to monitor, diagnose, and improve response times to incidents. Our adversaries rapidly adopt the latest technology: we help defense users respond in kind. Simplesense is a non-traditional defense contractor and prime on the Air Force's Installation Resilience Operations Command and Control (IROC) program, which is now expanding to five additional Air Force, Space Force, and Army installations from the one prototype installation, Tyndall Air Force Base. Our team combines over 100 years of direct mission experience solving hard problems with 50 years technical expertise deploying DevSecOps, cybersecurity, and cloud infrastructure, giving us a deep appreciation for our customers’ mission and end users’ priorities. We build for scale, architecting and prioritizing technical work for long term sustainability. Location: Denver, CO (Hybrid), San Antonio, TX (Hybrid), Brooklyn, NY or Remote (US Based) About the Role As the User Engagement Specialist , you will play a critical role in providing high-quality initial contact with users and customers to ensure a seamless service experience. You will be part of the team creating the end-to-end user journey as they engage with our applications, partnering closely with Engineering, Program, and Product teams to ensure our platform and data visualization dashboards remain intuitive, resilient, and aligned with ground‑truth mission realities. Work Model: We prioritize candidates in the Denver, CO, San Antonio, TX, and Brooklyn, NY area, but are open to remote talent. Locals: 2 days/week onsite. Remote: Quarterly travel for team meetings. What Success Looks Like: 30 Days: Onboard, learn the core IROC platform workflows, and begin shadowing user interviews to establish a baseline of legacy operations and the end-to-end user journey. 60 Days: Take ownership of curating user documentation and maintaining OT data visualization dashboards, ensuring data accuracy following new feature deployments. 90 Days: Foster active community engagement across multi-facility user groups, and deliver a formal report of quantifiable time or cost savings for our users to guide product feedback. What You’ll Do Conduct Workflow Training: Execute tactical, 1-on-1 sessions to accelerate feature adoption and empower operators to operate autonomously using IROC's data tools. Audit Workflows: Conduct structured interviews to identify friction points and provide features, tools, and dashboards to solve and improve daily operations. Curate User Documentation and FAQs: Maintain reference materials within searchable libraries to empower users with self-service options and permanently convert recurring non-technical questions into Zero‑Touch resolutions. Foster Community Engagement: Actively participate in multi-facility user groups to share best practices, answer questions, and bridge the gap between users and technical experts. Maintain Data Visualization Dashboards: Ensure continuity of results and data accuracy following the deployment of new features or functionality. What You Bring Required Qualifications: Experience: At least 4 years of experience in User/Customer Success, Technical Account Management, or IT Enablement roles. Technical Skills: Exceptional writing and verbal communication skills required to author runbooks, curate clear documentation, and foster community engagement. Proficiency in data visualization platforms to navigate datasets and adjust existing dashboards. Domain Knowledge: Skilled at "problem‑solution fit"—the ability to uncover the root of an operational pain point and deliver a targeted solution, rather than simply pushing technology. Demonstrated expertise in teaching users and translating complex visualizations into simple, actionable playbooks. Travel: You will be required to travel 25% to client sites to meet in person with users. Must be a U.S. Citizen and able to obtain a DoD NIPR network account and Common Access Card (CAC). Must have, or be able to obtain, a Secret Clearance. Preferred Qualifications: Based in Denver, CO, San Antonio, TX, and Brooklyn, NY area. Experience working within DoD, Air Force, or Federal contractor environments. Proficiency in SQL for building, tuning, or troubleshooting custom reports. Familiarity with Building Automation Systems (BAS) and/or Industrial Control Systems (ICS). Familiarity with Tier 1/Tier 2 support mechanics and self‑serve Knowledge Base architecture. Our Culture Safety & Innovation : You embed security and reliability practices into daily work to drive continuous improvement and mitigate risk. People & Communication : You invite vigorous debate and offer "kindly blunt" feedback, always maintaining empathy and assuming noble intent. Integrity & Ethics : You build trust by honoring commitments, acting ethically, and resolving conflict through direct, honest communication. Strategic Problem Solving : You focus on high‑priority issues to create documented and scalable solutions—avoiding shortcuts. Agility : You move quickly to fix small problems, learn from the past, and pivot transparently when the mission requires it. Compensation and Benefits Pay Range: $95k-120k per year. Compensation is determined based on experience, skill level, and location. We review ranges regularly to ensure market competitiveness. Equity Medical, Life, Short‑Term Disability, and AD&D insurance Medical travel coverage Vision coverage 401k matching Simplesense is an equal opportunity employer committed to a policy of merit‑based employment. All employment decisions—including recruitment, hiring, promotion, compensation, benefits, training, and termination—are made based on individual qualifications, performance, and business needs. We strictly prohibit discrimination or harassment of any kind on the basis of protected characteristics as recognized by federal, state, or local law. As a U.S. government contractor, Simplesense complies with all applicable equal employment opportunity laws, Section 503 of the Rehabilitation Act, and the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA). If you need a reasonable accommodation to complete the application or take part in the interview process, please contact People Operations at View email address on click.appcast.io. #J-18808-Ljbffr Simplesense