NextgenID is hiring a Client Solutions Engineer I (CSE I) to be the entry point into our internal support and deployment team — the first internal engineer behind the outsourced help desk, and the foundation we grow senior talent from. This is a hands-on, learn-by-doing role: you will work tickets, troubleshoot kiosks and software, monitor the deployed fleet, and support the senior engineers on deployments and field visits across our federal and enterprise clients.
You will report to the Client Solutions Team Manager, Hellie Shah, and work side by side with our senior engineers, including the CSE III / SME who will mentor you. You will not be expected to have all the answers on day one — you will be expected to be reliable, curious, well-organized, and relentless about following through and documenting your work. As you grow, you will take on more complex tickets, more independent field work, and a clear path toward Client Solutions Engineer II.
WHAT YOU WILL DO
- Serve as the first internal tier of support above the outsourced L1 help desk: take ticket intake, categorize and prioritize by severity and business impact, and resolve routine issues across Google, DHS, HHS, and PresenceID accounts
- Perform Tier 1 and basic Tier 2 troubleshooting on kiosk software and hardware, with guidance from senior engineers, and escalate cleanly when an issue exceeds your access or experience
- Monitor enrollment status and station telemetry through Command Center reporting and alerts, and raise problems before they become client-facing incidents
- Assist senior engineers with kiosk imaging, configuration, and deployment, including hands-on support on coordinated on-site visits in the Fairfax area and occasional travel
- Support hardware coordination and logistics — staging, shipping, asset tracking, and replacement parts for the deployed kiosk fleet
- Provide first-line support to SRIP agents and clients on routine questions, and help with SRIP agent onboarding and training logistics
- Document every ticket, troubleshooting step, and field activity accurately and completely, and contribute to the team's runbooks and knowledge base
- Escalate confirmed or complex issues to L2/L3 engineers with clear, complete notes — symptoms, steps already taken, logs, and environment detail
WHAT YOU BRING
- A foundation in IT support, networking, or systems — through work experience, education, certification, or hands-on personal projects
- Working familiarity with Windows and basic Linux, and core networking concepts (IP addressing, DNS, basic connectivity troubleshooting)
- A customer-service mindset: clear, professional, patient communication with clients and teammates
- Strong organization and follow-through — you close the loop and keep accurate records without being chased
- Genuine curiosity and a fast learning curve; you ask good questions and retain what you are taught
- Comfort with hands-on hardware work and a willingness to be on-site and travel locally
WHAT 90-DAY SUCCESS LOOKS LIKE
- Independently handling routine tickets end-to-end across at least two accounts, with accurate categorization and clean escalations
- Comfortable navigating the ticketing systems (Freshdesk, Jira/Salesforce) and Command Center monitoring
- Successfully assisted on at least two kiosk deployments or on-site visits alongside a senior engineer
- Maintaining complete, accurate documentation on every ticket and field activity
- Completed internal certification on NextgenID's identity verification platform and basic field service procedures
Pay: $55,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
