Engineering Execution & Support Liaison

EconSys is composed of highly experienced consultants and subject matter experts who create technology and provide services and custom solutions to address HR issues in federal and state agencies. Our diverse staff of federal HR practitioners, statisticians, researchers and software developers strive to help agencies approach problems and decision-making more quantitatively and qualitatively.

We believe our employees are the source of our continued success. Our employees engage in exciting and rewarding opportunities that challenge their abilities, in an environment that encourages both personal and professional growth.

Job Summary

EconSys is looking for an Engineering Execution & Support Liaison to serve as the Engineering Lead s execution assistant and the day-to-day bridge between customer support and engineering delivery. The position ensures work is properly delegated, tracked, and followed through to completion, while also helping respond to customer support tickets with accurate comprehension of the issue and the mitigations/solutions provided. The role is strongly oriented around coordination, triage, customer-impact validation, and functional review of changes to ensure what ships aligns with what customers are experiencing.

Essential Job Functions

Execution Support for Engineering Lead (Delegation + Follow-Up)

• Maintains a daily operating list of open threads: escalations, production issues, bugs, and delivery commitments.

• Ensures every work item has clear: owner, next action, priority, target date, and acceptance criteria.

• Drives follow-up loops with developers and QA until issues are resolved and closed.

• Identifies blockers early, escalates risks, and ensures commitments are tracked and completed.

• Provides concise daily/biweekly status summaries to the Engineering Lead: what moved, what s stuck, what needs decisions.

Customer Ticket Comprehension & Resolution Support

• Reviews support tickets and accurately restates the customer s problem (context, expected vs actual behavior, severity/impact).

• Requests missing details efficiently (reproduction steps, screenshots, logs, account/context, timing).

• Drafts or assists in customer responses that are consistent with engineering reality and documented mitigations:

• • Workarounds and configuration steps

  • Known-issue acknowledgement and guidance

  • Confirmed fix status and next steps (only what is validated/approved internally)

Triage, Intake Quality, and Routing to Dev/QA

• Converts customer issues into dev/QA-ready work items with:

• • Clear reproduction steps

  • Expected vs actual results

  • Environment/data state details

  • Acceptance criteria QA can test

• Helps prioritize issues based on customer impact, frequency, and severity.

• Reduces churn by ensuring developers and QA receive clean, actionable inputs.

QA Alignment and Customer-Outcome Validation

• Partners with QA to ensure test coverage reflects real customer workflows and common failure paths.

• Validates fixes by reproducing customer scenarios and confirming the mitigation/fix works as expected.

• Tracks and protects customer-critical flows to reduce regressions.

PR / Change Review for Customer-Impact Alignment (Functional Scope)

• Participates in PR reviews focused on customer-impact alignment rather than deep architecture:

• • Does the change match the reported issue and acceptance criteria?

  • Are error messages/logging useful and accurate for support diagnostics?

  • Are key edge cases covered (permissions, missing/partial data, configuration states)?

  • Does it unintentionally impact adjacent customer workflows?

• Ensures release notes/internal notes accurately reflect what changed in plain language.

Documentation and Process Hygiene

• Maintains lightweight internal documentation for recurring issues: symptoms cause workaround fix status.

• Creates and refines templates/checklists for common ticket types to standardize intake.

• Keeps runbooks and how to collect the right info guidance current as patterns emerge.

Performance Indicators (How Success Is Measured)

• Reduced dropped tasks and fewer unowned or stale items in the queue.

• Faster cycle time: ticket understood routed reproduced fixed confirmed.

• Fewer ticket reopenings/escalations caused by misunderstanding or incomplete responses.

• Higher alignment between shipped fixes and real customer experience; fewer regressions.

• Improved clarity and efficiency in support-to-engineering handoffs.

Additional Responsibilities and Requirements

• Works closely with customer support manager, developers, QA, and product/SMEs.

• Supports customer support overflow and assists the Customer Support Manager during high volume periods.

• Facilitates effective communication and alignment with internal and external customers.

• Complies with internal and external regulatory compliance requirements facilitated by HR, such as compliance training, timesheet entry, etc.

• Embraces a remote work model, attends meetings virtually, ensures team collaboration and participates in employee engagement activities.

• Performs other role-based tasks as assigned.

Qualifications, Education, and Experience

Required Qualifications

• At least five (5) years of combined experience across engineering-adjacent and customer-facing roles.

• U.S. Citizenship (in accordance with federal contract eligibility and clearance requirements).

• Must be able to successfully pass a comprehensive background check and be able to obtain and maintain a Public Trust clearance.

• Experience working in an Agile environment (backlog hygiene, priorities, acceptance criteria, coordination).

• Ability to perform UAT-style testing/validation and produce reproducible scenarios.

• Basic technical literacy: comfort reading logs, understanding system behavior, and reviewing PR diffs at a functional level.

• Strong written communication skills and ability to translate between customer language and engineering requirements.

• Demonstrated organizational skills and consistent follow-through across multiple concurrent threads.

Preferred Qualifications

• Bachelor s degree in Business Administration, Information Systems, or a related field preferred.

• Familiarity with QA/test concepts and tools (e.g., test cases, regression thinking; Selenium/Cucumber exposure a plus).

• Experience producing process documentation (e.g., runbooks, process definition documents, checklists).

• Basic coding familiarity (e.g., Java/JavaScript/SQL) sufficient to understand intent and customer-impact.

• Experience with the following tools:

  • Ticketing: Jira / Linear (or equivalent)

  • Documentation: Confluence / Google Docs

  • Collaboration: Slack / Teams

  • Engineering workflow: GitHub/GitLab PR review, access to logs/environments as appropriate

  • Tracking: Excel/Sheets for lightweight status reporting (as needed)