Product Support Engineer II (Customer Support)

If you have an affinity for complex technical systems, excellent communication and product troubleshooting skills, and enjoy working collaboratively, we may have the perfect role for you! As a Product Support Engineer II, you will provide intermediate-level technical support for our product and system prototypes. You will take a more active role in troubleshooting, product testing, and coordinating corrective actions. This role involves collaborating closely with engineering teams to ensure our products meet performance standards and customer requirements.

The Mission Solutions and Technologies (MST) business area provides affordable, turn-key command/control, communications, integrated ISR, force protection and security solutions worldwide. The MST team has a long legacy of supporting the Department of Defense, Department of Homeland Security, commercial and international customers with years of experience in platform operations, engineering and full lifecycle management across domains - air, land, sea, space and cyber.

Responsibilities:

• Customer & Technical Product Support

• Serve as Tier I contact for customer inquiries, troubleshooting software and tactical data link issues

• Document, track, and escalate support cases to engineering or SME teams, keeping customers and internal teams informed through resolution

• Flag recurring issues to leadership that may indicate broader product, documentation, or process concerns

• Customer Requirements & Product Advocacy

• Support customer meetings to gather requirements and relay needs to product/engineering teams

• Log, triage, and route bugs/enhancement requests to appropriate teams and track through resolution

• Assist with validating fixes prior to release

• CRM & Customer Operations

• Enter and maintain accurate customer, contract, and license data within the CRM

• Support customer deliverable coordination and assist with CRM troubleshooting and enhancement requests

• Software Licensing

• Generate and distribute software licenses per established policy and contract terms

• Maintain license records and help resolve routine licensing questions from customers and internal stakeholders

• Knowledge Management & Continuous Improvement

• Contribute to and help maintain the knowledge base, FAQs, and customer documentation

• Track basic support metrics (ticket volume, response/resolution time) and flag trends to leadership

• Reporting

• Provide input and data for KPI reports and dashboards prepared by leadership

• Help maintain accurate records to support audits and reporting needs

• Export Compliance

• Follow established ITAR/EAR guidelines and authorized TAAs/licenses when supporting customers

• Escalate any request requiring additional export-control interpretation to Export Compliance, Legal, or Program Management

Qualifications You Must Have:

• High school diploma or GED equivalent.
• 2+ years of experience in a technical support or engineering role.
• Higher level relevant degree may substitute for experience.
• Proficient in troubleshooting and diagnostic techniques.
• Strong understanding of product installation and testing processes.
• Basic understanding of and some experience with wireless networks, tactical communications and personal computers.
• Communication and customer interface skills.
• Understanding of system level maintenance of networks and communications systems.

Qualifications We Prefer:

• Experience with advanced prototype or concept product development.
• Knowledge of Aerospace and Defense industry standards and practices.
• Certification in relevant technical areas (e.g., CompTIA A+).
• Working knowledge of operating military units and logistics.
• Familiarity with the network and integration of traditional communications systems and sensors.
• Ability to read schematics, use service manuals, follow test procedures, and use logical trouble shooting techniques.
• Experience with Radio Frequency (RF), vehicle installation and maintenance procedures.
• Background in the Aerospace and Defense Industry, Government, or US Military.
• Leadership experience in the military or civilian organization.

Essential Functions:

• Ability to sit and work at a computer for extended periods.
• Hand/finger dexterity for operating computer equipment.
• Ability to lift up to 20 lbs occasionally.
• Capability to work in an office or hybrid environment.
• Occasional travel may be required.

This posting will be open for application for a minimum of 5 days and may be extended based on business needs.

SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more.

IMPORTANT NOTICE:

This position requires the ability to obtain and maintain a Top Secret U.S. Security Clearance. U.S. Citizenship status is required as this position needs an active U.S. Security Clearance for employment. Non-U.S. Citizens may not be eligible to obtain a security clearance. The Department of Defense Consolidated Adjudications Facility (DoD CAF), a federal government agency, handles the adjudicative aspects of the security clearance eligibility process for industry applicants. Adjudicative factors which affect the outcome of the eligibility determination include, but are not limited to, allegiance to the U.S., foreign influence, foreign preference, criminal conduct, security violations and illegal drug use.

Learn more about the background check process for Security Clearances.

SNC is a global leader in aerospace and national security committed to moving the American Dream forward. We're known and respected for our mission and execution focus, agility, and disruptive and rapid innovation. We provide leading edge technologies and transformative solutions that support our nation's most critical security needs. If you are mission-focused, thrive in collaborative environments, and want to make our country stronger with state-of-the-art technologies that safeguard freedom, join our team!

SNC is an Equal Opportunity Employer committed to an environment free of discrimination. Employment decisions are made based on merit without regard to race, color, age, religion, sex, national origin, disability, status as a protected veteran or other characteristics protected by law.