Serve as a 24x7x365 centralized point of contact for CBP employees and contractors to provide first-level technical support. Accurately log incidents in ServiceNow and perform troubleshooting for hardware, software, and network connectivity issues.
The Principal Engineer will lead the architecture and implementation of Greenfield AI solutions while providing hands-on technical leadership across the application and AI stack. They are responsible for defining engineering standards, managing technical risks, and mentoring the engineering team to ensure high-quality, secure, and maintainable delivery.
Develop responsive React interfaces and integrate backend APIs for an enterprise AI search platform. Collaborate with data engineers to ensure effective data presentation, performance, and secure authentication workflows.
Design and build secure data connectors, ingestion pipelines, and metadata normalization workflows to support AI solutions. Collaborate with engineering teams to ensure data quality, traceability, and performant backend service integration.
Design and develop Python backend services and APIs for a greenfield AI solution, including LLM integrations and retrieval-augmented generation pipelines. Implement agent orchestration, guardrails, and automated evaluation frameworks to ensure high-quality, grounded AI outputs.
Provide 24x7x365 Tier II technical support for the ACE Account Service Desk, assisting over 100,000 users with account management and cargo processing. Responsibilities include resolving technical tickets, updating standard operating procedures, and supporting cybersecurity efforts for the ACE Portal.
The Shift Supervisor provides real-time oversight of Tier 1 agents to ensure service level objectives and performance targets are met. They act as the primary liaison between frontline staff and leadership while managing incident escalations and agent coaching.
The Help Desk Specialist serves as the primary point of contact for CBP employees, providing first-level technical support for hardware, software, and network issues. They are responsible for logging incidents in ServiceNow, performing initial troubleshooting, and escalating complex issues to higher-tier support teams.
The Shift Supervisor provides real-time oversight of the ACE Account Service Desk, ensuring service levels and resolution targets are met. They also manage bilingual coverage, mentor agents, and report on performance metrics to stakeholders.
Provide 24x7x365 Tier II advanced technical support for complex IT incidents and service requests. Perform remote troubleshooting for mobile devices, email services, VPN access, and various hardware peripherals.
Provide 24x7x365 Tier II technical support for the ACE portal to a large user community including trade and government personnel. Manage user accounts, resolve technical tickets, and maintain documentation and knowledge articles to ensure system efficiency.
The role serves as a 24x7x365 centralized point of contact for external customers, providing first-level technical and functional support for CBP systems. Responsibilities include responding to incidents via phone, chat, and email, while documenting all actions in ServiceNow.
