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 Force's 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 You’ll Do

Conduct Workflow Training: Execute tactical, 1-on-1 sessions to accelerate feature adoption and empower operators to operate autonomously using IROC's 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.

Pe…