TECHNICAL SUPPORT ENGINEER

REDCOM Laboratories, Inc.•Victor, NY

5d•Onsite

About The Position

At REDCOM, our mission is to design the most reliable and innovative communications solutions for customers that span all branches of the U.S. military, government agencies, public safety organizations, and telecom service providers. After more than 45 years in business, we are still in growth mode. We’re looking for a technical problem solver, an inquisitive individual to join our Mission Support Services group and help us continue to deliver service at the highest levels. In this position, you will be the primary technical resource for our customers, focusing on troubleshooting and problem resolution. Your main responsibility is managing our technical ticket queue, ensuring that every customer issue is investigated and resolved efficiently. To ensure long-term success, you will capture your findings in our Knowledge Base to empower both colleagues and customers. When not managing active cases, you will apply your technical expertise to interoperability testing and serve as an alternate for onsite installations.

Requirements

The Troubleshooter’s Mindset: An inquisitive nature with a drive to understand "the why" behind a technical failure.
Technical Writing: Strong written skills with the ability to create clear, concise technical documentation and Knowledge Base articles.
Customer-Centric: A strong customer service attitude with the ability to communicate professionally while solving critical technical problems.
Organization: Ability to effectively manage a ticket queue and pivot to testing projects or onsite tasks when business priorities shift.
Collaborative Problem Solving: Ability to work effectively within cross-functional teams, leveraging collective expertise to solve complex issues.

Nice To Haves

Understanding of Layer 2/Layer 3 switches, routers, and IP networking.
Experience with Mesh Networking architectures and wireless communication protocols.
Experience with containerization (e.g., Docker, Kubernetes) and cloud infrastructure (e.g., AWS, Azure, or GCP).
Experience with Session Border Controllers (SBCs), tactical radios (to include but not limited to: VHF, UHF, HF, MANET, TSM), or telecom test equipment.
Proficiency in using Wireshark to diagnose network traffic and communication protocols.
Experience with Hypervisors such as VMware ESXi, Hyper-V, or KVM.
Familiarity with Salesforce or similar enterprise ticketing systems.

Responsibilities

Serve as the primary point of contact for technical issues, managing the full lifecycle of customer tickets within the Salesforce ecosystem.
Provide expert troubleshooting via phone and electronic support, using tools like Wireshark to resolve complex networking and telecom issues.
Document solutions, "how-to" guides, and troubleshooting steps for the internal and external Knowledge Base to reduce repeat inquiries and improve self-service.
Conduct testing between our products and third-party vendor equipment to ensure seamless integration and identify potential conflict points.
Provide secondary support for onsite installations and hardware deployments as needed to assist the field team.
Act as the bridge between the customer and our Engineering team, documenting technical bugs and unresolved issues, providing them with the necessary data to find a fix.
Proactively investigate "non-routine" technical questions to build our internal knowledge base, stay ahead of emerging issues, and stay current on product updates.
Complete special projects and perform other duties as necessary.