Customer Service Engineer

Job description

Type of Requisition: Pipeline Clearance Level Must Currently Possess: Secret Clearance Level Must Be Able to Obtain: Secret Public Trust/Other Required: None Job Family: Technical Support Services Skills: Customer Engagement, Help Desk Support, IT Help Desk, IT Service Management (ITSM), Service Level Agreement (SLA) Certifications: None Experience: 5 + years of related experience US Citizenship Required: Yes Job Description: Customer Service Engineer Position Summary: The Customer Service Engineer (CSE) is a key personnel role responsible for delivering a high‑quality customer experience across the AWAKEN Enterprise. This role leads multi‑channel customer engagement, manages the AWAKEN user‑facing web portal and service catalog, oversees helpdesk ticket operations, and drives continuous improvement of customer support processes. The CSE serves as the primary bridge between end users, technical teams, and Government stakeholders—ensuring customer needs are accurately captured, translated, and addressed. This role combines customer‑facing leadership, requirements analysis, process development, and hands‑on service delivery oversight to ensure AWAKEN meets AETC’s standards for perfor...