Customer Success Engineering Lead

NEC National Security Systems, Inc.; Folsom (CA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

401(k) match

Professional development and growth

Employee Assistance Program

Job summary

NEC National Security Systems, Inc. is seeking an Engineering Support Manager to join a team of professionals focused on ensuring mission-critical success for law enforcement customers and border protection programs.

This leadership role emphasizes post-implementation relationship management, SLA adherence, and cross-functional collaboration. You will oversee service delivery, coordinate priorities across engineering, operations, and quality, and develop strategic roadmaps aligned with customer

Qualifications

• Strong problem-solving skills with the ability to analyze issues and recommend practical solutions.
• Excellent communication and collaboration skills across technical and non-technical audiences.
• Demonstrated ability to manage competing priorities in a fast-paced environment.
• Proficiency with common business and technical tools used for reporting, tracking, and documentation.
• Experience driving process improvements and supporting cross-functional initiatives.

Responsibilities

• Build and sustain strong relationships with law enforcement customers following implementation, promoting customer satisfaction, loyalty, and the continued success of NEC biometrics products and systems.
• Serve as the primary customer point of contact and owner of the post-implementation relationship, proactively identifying customer needs, addressing concerns, and advocating for customer priorities with internal teams.
• Oversee service and support delivery, coordinating priorities, workflows, and resources to ensure timely responses, effective issue resolution, and compliance with SLAs.
• Partner with customers, support teams, and internal stakeholders to resolve complex technical, service, and workflow issues, managing escalations and communicating progress through resolution.
• Collaborate with senior management and customers to develop and execute strategic account and system roadmaps aligned with customer needs and organizational goals.
• Prepare and deliver monthly customer reports and quarterly business reviews (QBRs), communicating service performance, system utilization, issues, and improvement priorities.
• Monitor team performance, KPIs, SLA attainment, system utilization, and service trends to identify risks and opportunities to strengthen operational performance and customer outcomes.
• Partner with engineering, operations, quality, and other stakeholders to improve processes, support system sustainability, and contribute to the planning and execution of projects and system changes.
• Develop and maintain documentation, standards, and support procedures that promote service consistency, effective knowledge sharing, and efficient operations.
• Ensure engineering operations and support activities comply with internal policies, standards, and applicable regulatory requirements.
• Supervise a team of 1-5 employees.
• Perform other duties as assigned.

Education

Bachelor’s degree in Engineering, Cybersecurity, Operations, Business, or a related field

Tools

Ticketing systems

Reporting tools

Documentation tools

Job description

NEC National Security Systems, Inc. is seeking an Engineering Support Manager to join a team of professionals focused on ensuring mission-critical success for law enforcement customers and border protection programs.

This leadership role emphasizes post-implementation relationship management, SLA adherence, and cross-functional collaboration. You will oversee service delivery, coordinate priorities across engineering, operations, and quality, and develop strategic roadmaps aligned with customer