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 Forces 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.

User Engagement Specialist

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 Youll Do

• Conduct Workflow Training: Execute tactical 1-on-1 sessions to accelerate feature adoption and empower operators to operate autonomously using IROCs 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

At Simplesense we value high-trust autonomy. We look for people who can navigate ambiguity and are driven by the mission.

• 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 solutionsavoiding 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.

Competitive Benefits

• Equity
• Medical Life Short-Term Disability and AD&D insurance
• Medical travel coverage
• Dental coverage
• Vision coverage
• 401k matching

Our Typical Hiring Process

1. Find Your Fit: Your journey starts here. Explore and apply to our open positions to find the right role for your skills.
2. Initial Chat: A brief call with our recruiting team to learn about your background and answer your initial questions about Simplesense.
3. Values & Vision: A conversation with a hiring manager to discuss how your aspirations align with our mission and goals of the team.
4. Show Your Skills: Complete a technical assessment that reflects the work youd be doing.
5. Team Interview: Interview with the team to discuss your experience and see if were a great match.
6. Final Handshake: A final conversation to ensure weve answered all your questions before making a decision.
7. Welcome to Simplesense!

Simplesense is an equal opportunity employer committed to a policy of merit-based employment. All employment decisionsincluding recruitment hiring promotion compensation benefits training and terminationare 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 .