Service Support Transport Engineer

Gates Air, Inc.•Quincy, IL

23h•$80,000•Remote

About The Position

GatesAir has been an innovator in over-the-air broadcasting for nearly 100 years and offers the industry’s broadest portfolio to help connect our customers to what’s next in over-the-air Television, Radio, and Distribution. Today, GatesAir architects lead solutions for over-the-air Radio and TV and public safety communications markets. With customers in more than 185 countries, the company leads the industry in innovation and design breakthroughs, improving efficiency and reducing total cost of ownership and ensuring the highest quality signal performance. At GatesAir, we recognize that our employees are the key to our continued success. Our employees have an impact in forging the direction for the future and driving market leading performance and financial results. We seek talented individuals that can contribute to their discipline, but also work to drive a common direction. As a Service Support Transport Engineer, you will serve as a primary technical representative for GatesAir, delivering remote support and repair services to domestic and international customers operating Intraplex transport and IP-based broadcast systems. You will support the full lifecycle of customer systems, including configuration, commissioning support, troubleshooting, corrective maintenance, and long-term operational assistance, ensuring reliable system performance and a high-quality customer experience. This role requires a technically proficient, self-directed professional with strong communication skills, sound judgment, and a commitment to service excellence. The position is primarily remote, includes limited travel, and participation in an after-hours On-Call rotation to support mission-critical broadcast and transport operations. At GatesAir, we are committed to delivering world-class broadcasting solutions with superior service. As part of our team, you will contribute to a legacy of innovation while working in a dynamic and supportive environment. We value integrity, collaboration, and continuous improvement. GatesAir offers a full benefits package, including medical, dental, vision, life, and disability insurance; 401k matching and vacation starting out at 3 weeks annually. Starting salary depends on experience, base of range is $80,000. GatesAir is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis of race, color, religion, national origin, sex, gender, gender identity, gender expression, age, sexual orientation, disability (physical or mental), medical condition, marital status, ancestry, protected veteran status, genetics and any other protected group status or non-job related characteristics as directed by law.

Requirements

Strong written and verbal communication skills with the ability to clearly convey technical information to both technical and non-technical audiences.
Demonstrated ability to work independently while maintaining strong coordination with cross-functional teams.
Proven capability to manage multiple priorities in dynamic, time-sensitive environments.
Minimum of 3 years of experience supporting broadcast transport, IP-based audio systems, or networking-centric broadcast infrastructure in a technical support or service role.
Strong understanding of IP networking concepts, including TCP/IP, multicast, VLANs, QoS, routing, switching, and network troubleshooting.
Experience supporting audio transport, contribution, distribution, and monitoring systems in broadcast or enterprise environments.
Strong electronic and software troubleshooting skills with the ability to diagnose and resolve complex system-level issues.
Willingness to participate in after-hours On-Call support and limited travel as required.

Nice To Haves

Associate’s degree in Electronics, Networking, or equivalent professional experience; bachelor’s degree in a related technical field is preferred.
Experience with Intraplex products, AoIP systems, or similar IP-based broadcast transport platforms.
Familiarity with network analysis tools, protocol analyzers, and system monitoring applications.
Demonstrated customer-facing professionalism, including remote presentation and technical explanation skills.
Experience contributing to technical documentation or training materials.

Responsibilities

Provide professional, solution-oriented remote technical support and repair for GatesAir Intraplex transport systems, including system configuration, commissioning support, fault isolation, and corrective action.
Perform remote technical assessments to support system upgrades, expansions, and new deployments.
Deliver customer training on system operation, routine maintenance, and troubleshooting best practices to ensure long-term system reliability.
Respond to warranty, emergency, and corrective maintenance service requests in accordance with GatesAir service policies and customer service level commitments.
Provide after-hours emergency phone support on a rotational basis to support customer operations.
Collaborate closely with Engineering, Sales, Project Management, and Service Operations to resolve technical issues and support customer requirements.
Accurately document service activities, findings, corrective actions, and recommendations using approved service reports and internal systems.
Develop, review, and update technical documentation including service bulletins, technical manuals, and user or administrator guides related to Intraplex products.
Support factory and field feedback loops by identifying recurring issues, systemic risks, and opportunities for product or process improvement.
Ensure compliance with safety, quality, and regulatory requirements while working remotely or at customer and company facilities.
Maintain readiness to travel up to approximately 10%, primarily for training, customer escalation support, or special projects.
Perform other duties as assigned by the Service Support Manager.