Technical Support Engineer (Contractor)

Company Overview

Zeno Power’s (Zeno) mission is to provide clean, plug-and-play power anywhere in the universe. To do that, Zeno is developing a next-generation radioisotope power system (RPS) that generates carbon-free, resilient power for decades, utilizing material found in nuclear waste. Zeno’s technology is both light-weight and cost-effective compared to historic RPS, opening up broad market opportunities in space and terrestrially. To bring this breakthrough technology to market, Zeno is seeking out purpose-driven and innovative professionals who are comfortable working in a startup environment. Team members will have a direct impact in enabling commercial and national security missions from the depths of our oceans, to the surface of the moon, and in austere environments here on Earth.

Zeno is proud to be an Equal Opportunity Employer and is committed to attracting, retaining, and developing a highly qualified, diverse, and dedicated work force. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

Technical Support Engineer

Zeno is seeking a highly motivated Technical Support Engineer (“TSE”) to support the entire organization, including responsibility for consistent operation of technology systems and solutions with the primary task of maintaining 24x7 operations of technology systems. In addition, this individual is tasked with troubleshooting and responding to issues as they arise and will collaborate with other team members as needed to drive resolution. The TSE will have a high degree of ownership over issues, incidents, and solutions driving them to satisfactory resolutions or completion. 

The Technical Support Engineer role is responsible for client engineering and service desk support. This role will: 

• Identify and implement appropriate actions to resolve issues and restore normal operations to endpoint systems and services. 

• Serve as the initial point of contact for support issues and escalate when necessary. 

• Assist in maintaining software licenses, and hardware inventory management. 

• Assist in the development and execution of IT processes, procedures and support documentation. 

• Maintain and Develop baseline Images for endpoint system deployments. 

• Evaluate software for packaging and deployment within Microsoft Intune and Company Portal. 

• Provide system and security updates to ensure compliance and security of endpoint devices. 

• Create and maintain internal knowledgebase articles to assist end users and team members. 

• Provide support for end user services outside of normal working hours, including weekends in accordance with established support guidelines. 

• Properly log all issues, ensuring troubleshooting steps and resolution are documented thoroughly, in the ticketing system. 

• Execute setup and departure tasks, including hardware setups/reclaims, access management, assigning/reclaiming licenses. 

• Provide support and administration of audio, visual and video conferencing solutions. 

• Develop and deliver training on various technologies, leading lunch & learns and organizing in-depth training sessions via third-party vendors. 

• Provide support, maintenance and administration of printing services and equipment. 

Key Qualifications and Skills 

• Minimum of 3 years’ experience working in Information Technology proving a successful track record. 

• Equivalent combination of education, training or experience is required. 

• Experience utilizing the Data Center and Cloud editions of the Atlassian Suite (Confluence, Jira, Jira ITSM). 

• Knowledge of authentication and user management systems such as Entra, Active Directory, SAML/SSO. 

• Proficient with M365 Management tools (e.g., SharePoint, Teams, Exchange, Intune). 

• Knowledge of networking, Port Patching, VLANs, Basic routing, etc. 

• Intermediate experience using Linux and Microsoft Server. 

• Basic scripting use, such as PowerShell, JSON, and XML. 

• Understanding of databases servers (e.g., MySQL, MS-SQL). 

• Excellent documentation of issues, solutions, procedures and all customer incidents and requests. 

• Experience in roles requiring confidentiality, good judgment, dependability, flexibility, discretion, diplomacy, and tact. 

• Strong organizational and attention to detail skills, ability to prioritize multiple tasks. 

• Ability to function at times with minimal supervision and demonstrate initiative in determining appropriate next steps. 

Job Functions

• Motor Abilities: Sitting/standing for extended periods, gripping, fine motor control (hands)
• Physical requirements: Ability to safely lift up to 30 pounds
• Special Senses: Visual and audio
• Work Conditions: Typing, standing/sitting working environment of >8 hr/day
• Travel: 5% Travel
• Location: M/F - option to work from home, T/W/TH working on-site in our office in South Lake Union, Seattle, WA.

Compensation and Benefits

The anticipated pay band for this position is $40-60/hr. The final job level and compensation will be determined by various factors such as a candidate's relevant work experience, years of relevant experience, skills, qualifications, certifications, and other business considerations.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Export Control

Applicants for employment at Zeno Power must be a U.S. person. The term “U.S. Person” means (i) a U.S citizen or U.S. national; or (ii) any natural person who is a U.S. Lawful Permanent Resident (i.e., holds a Green Card), as defined by 8 U.S.C. 1101(a)(20) or as a “protected individual” defined by 8 U.S.C. 1324b(a)(3) (i.e., admitted as a refugee or is granted asylum).