Product Support Engineer II (Customer Support)

Sierra Nevada Corporation•Southern Pines, NC

6d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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
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
Enter and maintain accurate customer, contract, and license data within the CRM
Support customer deliverable coordination and assist with CRM troubleshooting and enhancement requests
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
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
Provide input and data for KPI reports and dashboards prepared by leadership
Help maintain accurate records to support audits and reporting needs
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