High Side Technology · 3 weeks ago
Technical Operations Analyst
Springfield, VA
Full-time
Onsite
Mid Level
$100K/yr - $115K/yr
4+ years expHigh Side Technology is looking to hire a Technical Operations Analyst. In this role, the Technical Operations Analyst will respond to user requests and troubleshoot issues on their software platform, ensuring successful program execution through both technical support and user engagement.
AnalyticsSoftwareSoftware Engineering
Hiring Manager
Basha Ezekiel
Responsibilities
Coordinate with the Lead FSR and other members of the FSR team on the program to ensure support is provided in a professional, timely, and efficient manner
Coordinate schedules and reporting of FSR team to ensure the quality and completeness of work products (turnover logs, user reporting, checklists, etc.)
Mentor and train new or less experienced FSRs
Monitor the system to ensure the system is performing as expected and services are functioning correctly
Capture reported system bugs from user feedback and error messages / anomalies discovered from performing check list tasks. Attempt to recreate and diagnose issues reported
Generate timely and accurate reports on system’s performance
Triage, track, and correctly escalate to the appropriate team (FSR, Ops, Developers, User Engagement)
Perform and coordinate ‘Feed Activation / Deactivation and Naming Change Requests’ from the Tasking Authority in a timely manner
Cultivate strong relationships with customers, team members, and users
Develop a deep understanding of system’s feature capabilities so they can leverage problem-solving skills to ensure user inquiries are resolved in a efficient way
Coordinate closely with User Engagement Team for user inquiries for follow on training requests and relaying feature requests to help shape continued evolution of the system
Identify and drive forward support efforts to improve the effectiveness and efficiency of user support
Qualification
Required
Problem-solving skills to respond to user requests from users of our software platform
Ability to troubleshoot reported issues and identify potential solutions
Coordination with the Lead FSR and other members of the FSR team
Ability to coordinate schedules and reporting of FSR team
Mentoring and training new or less experienced FSRs
Monitoring system performance and ensuring services are functioning correctly
Capturing reported system bugs from user feedback and error messages
Generating timely and accurate reports on system's performance
Triage, track, and escalate issues to appropriate teams
Performing and coordinating Feed Activation / Deactivation and Naming Change Requests
Cultivating strong relationships with customers, team members, and users
Developing a deep understanding of system's feature capabilities
Coordinating closely with User Engagement Team for user inquiries
Identifying and driving support efforts to improve user support effectiveness and efficiency
Preferred
Former Intelligence Analyst / Collection Manager with 4-6 years of Full Motion Video / Intelligence surveillance Reconnaissance (ISR) experience
Prior experience with customer site
Company
High Side Technology
High Side Technology provides engineering, technical, programmatic, and operational military services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
J. Terry Simpson
President and Chief Technology Officer (CTO)
Recent News
2025-02-26
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