Service Desk Product & Technical Specialist

Description

You will join a technology company within a global parent organization that supports US federal government clients in defense, national security, public safety, civilian, and military health. The company has 13,000+ people.

The team is collaborative and invests in growth through hands-on experience, certifications, and industry training.

Responsibilities

• Investigate issues using logs, event traces, dashboards, error records, and observability data to find out how systems behave and where failures repeat.
• Study product workflows, user friction, recurring defects, and support trends to find operational gaps and areas to improve.
• Query, model, and check data to inform product decisions, release readiness reviews, and performance tracking.
• Define, write up, and keep operational and product metrics consistent, governed, and linked to customer experience, compliance, and system reliability.
• Turn analysis into actionable insights that shape prioritization, backlog grooming, and release planning with product and engineering teams.
• Work with Site Reliability Engineers (SREs) to review SLO and SLI results, find root causes, and confirm fixes through structured testing.
• Spot patterns in incidents, outages, and escalations, and raise underlying product or platform defects to support reliability work.
• Sort incidents by root cause and business impact, then recommend preventive actions and lasting remediation.
• Translate operational symptoms into clear technical problem statements that bridge Service Desk operations and technical or product teams.
• Record technical findings in clear, repeatable form, and contribute to runbooks, knowledge base articles, and troubleshooting guides.
• Work with engineering on investigations, knowledge transfers, post incident reviews, and release cycles.
• Improve incident response, alert quality, and observability across service desk workflows.
• Suggest changes to workflows, product features, and system behavior based on data and reliability analysis.
• Support automation that cuts manual investigation and repetitive work.
• Take part in structured root cause analysis and help mature problem management practices.
• Refine Service Desk procedures so issues are resolved more accurately, quickly, and consistently.

Requirements

• Tier 2 or higher diagnostic experience in technical support, product operations, service desk, or a similar role.
• Ability to interpret error codes, stack traces, logs, system interactions, and service level behavior.
• Working SQL skills to query, validate, and model operational or product data.
• Hands-on familiarity with observability and monitoring tools such as Splunk, Dynatrace, CloudWatch, or similar platforms.
• Understanding of reliability concepts, including SLOs, SLIs, incident severity, and problem management.
• Strong analytical skills for spotting trends, recurring defects, and workflow inefficiencies.
• Ability to turn operational symptoms into structured technical problem statements.
• Clear writing for documenting findings and runbooks, and for explaining insights to technical and non-technical readers.
• Experience working with engineering or SRE teams during investigations, testing, or release cycles.
• Preferred: background in business operations, product analytics, or reliability engineering.
• Preferred: experience validating production fixes and contributing to release readiness assessments.
• Preferred: familiarity with data governance, metric traceability, and standardized metric definitions.
• Preferred: experience with automation or scripting that streamlines recurring tasks or improves observability.
• Preferred: exposure to structured root cause analysis frameworks and problem management methods.
• Preferred: experience driving workflow optimization in a service desk or technical operations team.
• Preferred: ability to forecast trends, identify systemic issues, and recommend durable remediation strategies.

Conditions

You must be a US citizen and able to obtain a Public Trust clearance.

As required by local law, the company shares pay ranges for hired roles. The base pay range in California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is $54,000 - $139,400 USD.

Actual pay depends on factors such as office location, role, skill set, and experience level.

Applications are accepted on an ongoing basis, with no fixed deadline.

The company is committed to equal opportunity and to a culture where everyone is respected and included.

Benefits

• The company offers a wide variety of benefits, with details available separately.