Software Application Helpdesk Support Engineer

MANTECH is hiring a Software Application Helpdesk Support Engineer to support a Sponsor’s custom software applications for enterprise clients from an onsite location in Chantilly, VA (20151). In this role, you will help investigate and resolve complex application issues, validate data using database queries, and ensure that confirmed defects are documented and escalated to the right engineering partners.

The position centers on end-to-end issue ownership, from diagnosing errors reported by users to capturing troubleshooting evidence in ServiceNow. You will also review API and integration activity, reproduce verified defects when needed, and maintain knowledge resources that support users across application features and updates.

Responsibilities

• Diagnose, isolate, and resolve complex application errors, workflow interruptions, and software anomalies reported by users.
• Write basic to intermediate database queries to verify data integrity, investigate discrepancies, and troubleshoot reporting issues.
• Review and analyze API payloads, webhooks, and third-party integration logs to identify where data exchanges are failing.
• Own technical issues from initial report through resolution, documenting troubleshooting steps and root causes in ServiceNow.
• Replicate and document verified software defects using clear technical evidence for escalation to Product and QA engineering teams.
• Create and maintain user-facing help articles, FAQs, and internal knowledge base documentation related to application features and updates.

Requirements

• Bachelor’s degree with 2 or more years of experience supporting software applications, SaaS products, or web-based platforms; or High School Diploma/GED with 6 or more additional years of relevant experience in lieu of a degree.
• Strong foundational knowledge of SQL (or NoSQL) to query databases for data verification and troubleshooting.
• Familiarity with HTML, CSS, JavaScript, and browser developer tools to diagnose front-end application behavior.
• Understanding of RESTful APIs and experience using log viewers or API tools (e.g., Postman, Splunk, Datadog) to investigate errors.
• Familiarity with cloud-based architectures such as AWS or Azure, along with enterprise support platforms including ServiceNow.
• Ability to communicate technical workflows clearly to non-technical users and collaborate with software developers for code fixes.

Technologies

• SQL, NoSQL
• HTML, CSS, JavaScript
• RESTful APIs, API payloads, webhooks
• Postman, Splunk, Datadog
• AWS, Azure
• ServiceNow

Preferred Qualifications

• Active technical certification such as CompTIA A+, Network+, or Security+.
• Experience supporting custom software applications for the NRO or similar Intelligence Community environments.
• Demonstrated analytical problem-solving with patience and professionalism during critical software disruptions.

Clearance Requirements

• Active TS/SCI with CI Polygraph.

Physical Requirements

• Must be able to remain in a stationary position 50%.
• Occasionally move about inside the office to access file cabinets, office machinery, etc.
• Frequently communicates with co-workers, management, and customers, which may include delivering presentations; must be able to exchange accurate information in these situations.