Technical Customer Support Jobs in Baltimore, MD

Engineering Tech Lead(Senior Consultant, Engineering & Technical Services)

At Fearless, we are seeking an Engineering Tech Lead as part of our Senior Consultant, Engineering & Technical Services career path to lead the technical design and delivery of a new student-facing web portal for a public-sector education client. This portal will enable students to securely review college admissions offers, compare financial aid packages, and confirm enrollment, while giving agency staff tools to manage admissions data and securely transmit enrollment decisions to participating institutions. You will own the technical architecture, lead full-stack development using an AI-assisted approach with TypeScript, React, and AWS, and ensure the client can independently operate and extend the platform beyond the initial MVP launch targeted for mid-2027. This is a fully remote role with periodic travel to Massachusetts for client working sessions.

At Fearless, this Senior Consultant collaborates with cross functional teams to align the technical vision, implementation, and quality of software systems across development, reliability, testing, and operations. This role will possess the skills to be able to bridge business objectives with technical execution in software development, infrastructure, security, and testing at an advanced application level of proficiency. The Sr. Consultant role will work on projects that allow them to ensure scalable, secure, and reliable solutions while mentoring engineers, fostering collaboration, and aligning stakeholders with product and project goals.

Fearless Your Responsibilities in this Role:

• Lead the technical design and architecture of a modular, cloud-native web portal on AWS, built to add new services over time.
• Build and lead full-stack development with TypeScript/Node, React, PostgreSQL, and REST APIs.
• Define and implement infrastructure as code using Terraform, CI/CD pipelines, and automated deployments across development, test, staging, and production environments.
• Design and build integrations with government identity platforms using OpenID Connect (OIDC).
• Build integrations for loading, validating, and reprocessing admissions data files.
• Design secure data exchange with colleges through contract-first API, secure file transfer, or CRM integration.
• Lead the team's AI-assisted development practice, using agentic AI tools to accelerate requirements refinement, prototyping, coding, testing, and documentation with human review and traceability.
• Work with stakeholders to translate high-level business needs into detailed technical requirements and build working prototypes for iterative review.
• Build security and privacy into the platform from the start, including Zero Trust API design, token-based authentication, role-based access control, encryption, audit logging, and secrets management.
• Building automated accessibility checks into the pipeline and working closely with design and QA on manual and assistive technology testing
• Plan for high availability, resilience, and scale to support traffic spikes during student enrollment periods.
• Identify technical risks, dependencies, and scope issues proactively on a fixed-price engagement.
• Produce architecture and operational documentation and train client technical staff to ensure long-term ownership of the solution.
• Contribute to shaping the product roadmap beyond the MVP and participate in client presentations and demos.

The Impact You Will Create in this Role:

Fearless Impact:

• Fosters collaboration with cross functional teams by taking the initiative and driving conversations
• Coach, mentor, and develop peers that elevate team capability and technical expertise using clear and persuasive communication of engineering solutions to both technical and non-technical audiences
• Earn the trust of your customer and teammates by delivering world class services.
• Drive accountability and delivery by ensuring project objectives are not only met on time but aligned with client priorities and Fearless standards of excellence. Anticipate risks and implement proactive solutions to keep initiatives on track.
• Take ownership of risk management by monitoring deliverables across the team, identifying issues early, and coaching teammates on mitigation strategies while keeping leadership informed.
• Shape client engagement and intelligence-gathering efforts by actively cultivating relationships with stakeholders, synthesizing insights across the client organization and partner ecosystem, and providing Fearless leaders with actionable recommendations that inform strategy and strengthen delivery outcomes.

Fearless Customer Impact:

• Deliver expected outcomes relative to high quality code and maintainable systems
• Offer and implement innovative solutions that include engineering best practices through new tools, frameworks and methodologies
• Lead and align stakeholders with product and project goals that advance customer satisfaction as well as Fearless’ objectives, strategy, and mission
• Serve as a trusted advisor in your area of expertise

PROJECT SKILL AND EXPERIENCE REQUIREMENTS

Required Experience

• Minimum of 7 years of experience in software engineering, technical leadership, or related roles.
• Bachelor's degree in Computer Science, Engineering, or related field, or equivalent work experience.
• Demonstrated experience delivering production software using agentic AI coding tools, with tests written first, human-in-the-loop review, traceability, and quality controls.
• Proven technical leadership experience leading development teams, defining architecture, and owning end-to-end technical delivery.
• Strong full-stack development background with TypeScript/Node, React , and REST API design and implementation.
• Experience designing and deploying applications on AWS using containers (ECS Fargate), serverless functions and queues (Lambda, SQS), and managed PostgreSQL (RDS).
• Proficiency in infrastructure as code with Terraform and building CI/CD pipelines for automated deployments.
• Experience with ORM layers such as Prisma or Sequelize.
• Deep knowledge of secure web application development, including single sign-on, token-based API authentication with OIDC, token-based API authentication using JWT and OAuth client credentials, and role-based access control.
• Hands-on background in OWASP Top Ten protections and securing applications handling sensitive personal data.
• Proven ability to deliver accessible web applications meeting WCAG standards and mobile-responsive design requirements.
• Experience with Agile, iterative delivery, and conducting regular stakeholder demos.
• Ability to explain technical trade-offs clearly to non-technical stakeholders and lead live working sessions with client staff.
• Must be based in and work from the United States.
• Must be able to pass a criminal background check.

Preferred Experience

• Hands-on experience designing and shipping agentic AI solutions, not just using AI tools.
• Background in delivering student-facing digital services or education technology platforms.
• Experience building custom software for government, education, or other public-sector clients.
• Track record of delivering public-facing portals or transactional applications at scale.
• Familiarity with FERPA and other student data privacy requirements.
• Knowledge of Zero Trust architecture per NIST SP 800-207, rate limiting, and API traffic management.
• Experience integrating with state or government identity platforms.
• Background in design systems used in government digital services.
• Data integration experience with file processing pipelines, data validation, error handling, or integrations with CRMs or information systems.
• Familiarity with responsible AI frameworks such as the NIST AI Risk Management Framework.

Fearless Skills and Competencies

• Analytical Thinking: The ability to observe and interpret information, break down complex problems into parts, identify patterns/relationships and draw logical conclusions to develop effective solutions.
• Synthetic Thinking: The ability to combine different ideas, information, or concepts to create a new, complex understanding or solution by integrating disparate elements into a new, meaningful whole.
• Adaptability: Comfort with change, flexibility in the face of shifting demands and resilience to setbacks.
• Ownership & Accountability: Committed to taking responsibility for outcomes, ensuring that all commitments are met with a focus on enhancing service delivery.
• Consultative Advising: Identifies and articulates client challenges, scopes projects and aligns recommendations to business goals and client expectations.
• Communicating with Influence: Capable of crafting and delivering clear, persuasive messages that integrate data insights and structured narratives, tailored to the strategic needs of diverse audiences to drive effective decision-making.
• Managing Priorities & Client Alignment: Skillfully negotiates and manages conflicting priorities to strategically align decisions, enhancing service delivery and client satisfaction.

Required Level of Proficiency:

• Advanced Application: You can perform the actions associated with a skill without assistance. You are recognized within your immediate organization as "a person to ask" when difficult questions regarding required skills arise.

Physical Requirements:

• Ability to sit for extended periods while working on a computer or during meetings.
• Must be able to travel occasionally to client sites or company meetings, which may involve driving or flying.
• Ability to communicate effectively via phone, email, and in-person, requiring clear speech, listening, and written communication skills.
• Ability to move within an office environment, including reaching for files, using office equipment, and occasional light lifting (up to 10 pounds).

Life at Fearless

We’re a digital integration consultancy on a mission to build a better tomorrow. At Fearless, we combine technology, people, and organizational development to solve meaningful problems. Through iterative development, we deliver smart, user-friendly solutions that make tech work better—for everyone.

But great tech is just part of the story. What really makes us Fearless is our Purple Culture.

What Makes Us Purple?

Being Purple means you:

• Are valued as a whole person—not just a job title
• Get matched with work that plays to your strengths and passions
• Are supported by coaches, not micromanagers
• Have the autonomy and clarity to make decisions and drive impact
• Join a community that celebrates equity, curiosity, and innovation
• Do work that matters—every day

We believe in flexibility, growth, and balance. Our benefits and culture are designed to support you in doing your best work—while making space for what matters to you outside of it.

We’re proud to be an equal opportunity employer. At Fearless, we’re building a workplace that welcomes and respects everyone—across race, gender, age, religion, identity, background, and ability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Compensation at Fearless

Fearless is committed to providing a competitive compensation package that will meet your current and future needs. Our philosophy is aimed at rewarding team member contributions, supporting long-term financial growth and security, and overall well-being.

We believe in paying people fairly, so we've established a compensation model aimed to ensure everyone at Fearless — regardless of race, ethnicity, gender, sexual orientation, disability, religion, age, nationality, or willingness/ability to negotiate — is consistently paid fairly based on alignment to the needs and requirements of the role.

The salary range for this position is:

Minimum Salary: $120,588

Salary Midpoint: $156,764

Maximum Salary: $195,955

Hiring Range for Role: $120,588 - $163,000

• This position is eligible for a discretionary bonus based on individual and company performance criteria.

Benefits at Fearless

At Fearless, we take care of our team—because when you're supported, you can do your best work. We offer a flexible, family-friendly environment with benefits designed to support your health, growth, and life outside of work.

For Full-Time Team Members (Starting Day One):

• Flexible, life-friendly schedules
• 100% coverage for our medical HSA plan + HSA contributions
• Dental & vision covered 100% for you and your dependents
• Competitive premiums for HMO/PPO and dependent coverage
• 401(k) with 4% match & immediate vesting
• Paid Parental Leave and 12 weeks paid FMLA
• Generous PTO, 11 Federal Holidays, a Birthday Holiday, and Sick Leave
• Up to 15 days for Jury Duty and Bereavement Leave
• Education, wellness, and tech allowances
• Referral bonus: $6K–$12K for each successful referral
• Pet insurance & discount plans
• Employee Assistance Program (EAP)
• Legal support, life insurance, disability coverage
• Performance-Based Bonuses: We believe your impact should be recognized. Our bonus program rewards both shared company success and individual contributions. Learn more about our bonus incentives here.

Reasonable Accommodations

Fearless is committed to providing reasonable accommodations for applicants and candidates with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please contact the Human Resources Department at hr@fearless.tech.

So, What’s Next?

We’ve refined our hiring approach to make sure every team member is a great fit for Fearless—and that we’re a great fit for you, too. If there’s alignment, we’ll reach out to kick off the interview process. Depending on the role or project, your experience may vary slightly, but it typically includes:

1. Introductory Interview

You'll connect with a recruiter to:

• Build rapport and get to know each other
• Review your experience and skills
• Talk through salary expectations and role details
• Set expectations for the rest of the process

2. Technical Assessment

We'll invite you to complete a role-specific assessment to see your skills in action. This helps us keep our hiring process fair and consistent. You can learn more about what to expect here.

3. Skills + Business Fit Interview

This is where we dig deeper to:

• Review findings from any technical assessments
• Walk through situational and values-based questions
• Explore how your approach aligns with Fearless culture and project needs

Some roles may also include customer interviews based on specific project requirements in addition to background check and security clearance requirements.

Where You Can Build with Fearless

At Fearless, we strive to build a powerful and diverse team. We are currently licensed and set up to hire talented individuals residing in the following states:

Alabama, Delaware, District of Columbia, Florida, Georgia, Maryland, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia.

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