Field Support Specialist

Piper Companies is seeking a Field Support Specialist to support a secure government contracting environment focused on Oracle hardware, enterprise infrastructure, and end-user support services. The Field Support Specialist will provide hands-on support for Oracle and legacy Sun Microsystems hardware platforms, troubleshoot hardware and software issues, coordinate break/fix activities, and deliver exceptional customer service across mission-critical environments.

Responsibilities of the Field Support Specialist:

• Provide support for Oracle hardware environments running Solaris and Linux operating systems, including Oracle ZFS Storage Appliances, Exadata systems, Oracle Database Appliances, and legacy Sun Microsystems hardware.

• Deliver on-site service desk coverage and act as a primary point of contact for hardware and software support requests.

• Assist customers with technical issues via phone, email, and instant messaging while maintaining a high level of customer satisfaction.

• Manage and maintain on-site ticketing queues for hardware and software incidents, requests, and service activities.

• Travel to customer locations to perform hardware break/fix activities, including drive replacements, connectivity troubleshooting, power-related issues, and system hardware remediation.

• Maintain clear and consistent communication with customers throughout incident resolution and service delivery processes.

• Meet delivery targets and service-level agreement (SLA) requirements for support requests and incident response.

• Escalate technical issues and customer concerns to leadership and engineering teams when necessary.

• Coordinate with remote data center personnel to facilitate access and support activities for geographically dispersed environments.

• Create and manage work orders and break/fix requests for local and remote support operations.

• Maintain on-site spare parts inventory and ensure equipment availability for hardware replacement activities.

• Adhere to government security policies, procedures, and operational requirements.

• Conduct proactive customer outreach and weekly follow-ups to identify and address unresolved hardware or software concerns.

Qualifications of the Field Support Specialist:

• Expertise troubleshooting Oracle and Sun Microsystems hardware, firmware, and software issues in enterprise environments.

• Experience performing firmware upgrades, software patching, and maintenance activities on Oracle and Sun systems.

• Minimum of 2 years of hands-on experience supporting Oracle and Sun hardware platforms.

• Experience supporting Solaris and Linux operating systems.

• Knowledge of Oracle infrastructure technologies including ZFS Storage Appliances, Exadata, and Oracle Database Appliances.

• Experience managing hardware break/fix activities and coordinating support efforts across multiple sites.

• Strong customer service, communication, and problem-solving skills.

• Experience working within ticketing systems and tracking incident resolution activities.

• Ability to work independently and effectively manage multiple support priorities.

• Active TS/SCI with Full Scope Polygraph (FSP) clearance required.

Compensation for the Field Support Specialist includes:

• Salary range: $120,000 - $150,000

• Comprehensive benefits package including medical, dental, vision, 401(k), and PTO

This job opens for applications on 10/28/2026. Applications for this job will be accepted for at least 30 days from the posting date.

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