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SAIC · 3 days ago

Tier 3 Application Software Engineer

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $120K/yr

7+ years exp

SAIC is a technology company that provides solutions in software and engineering. They are seeking a Tier 3 Application Software Engineer to manage escalations in ServiceNow, troubleshoot complex issues related to Citrix VDI and Windows endpoints, and ensure exceptional customer service through effective communication.

Information TechnologySecurityService IndustrySoftware

Work & Life Balance

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Serve as Tier 3 escalation for Citrix VDI endpoint issues, including connectivity, session reliability, performance, printing/peripheral redirection, profile-related symptoms, and client-side access problems

Troubleshoot and resolve issues impacting thin clients connecting to Citrix (network path, certificates, auth flows, Workspace configuration, endpoint policy constraints)

Support and remediate issues with Citrix Workspace App on Windows and macOS (install/upgrade, configuration, authentication, certificate store behavior, plugin/SSO considerations)

Diagnose and resolve PIV authentication failures across Windows endpoints, Citrix VDI sessions, and thin client access workflows

Troubleshoot PIV-related encryption / certificate problems, including certificate chain trust, expired/invalid certs, middleware behavior, PIN prompts/locks, and access failures tied to smart card policies

Work primarily from ServiceNow, managing the Tier 3 queue end-to-end, triaging and prioritizing escalations, driving troubleshooting and resolution, documenting findings, actions taken, and resolution steps clearly, ensuring timely updates, proper categorization, and clean closure notes, and identifying recurring issues and proposing knowledge articles, runbooks, and standard fixes to reduce repeat incidents

Resolve complex Windows 11 desktop/laptop issues escalated beyond Tier 1/2 (OS instability, login issues, app failures, drivers, performance, policy impacts, endpoint security interactions)

Perform advanced root-cause analysis and coordinate with adjacent teams (Citrix engineering, IAM/PKI, networking, endpoint management) as needed to restore service quickly

Strong troubleshooting mindset isolate variables, reproduce issues, validate fixes, prevent regression

Clear, high-quality ticket documentation and customer communication

Comfortable leading incident calls, explaining technical issues to non-technical users, and setting expectations