Engineering Support Manager - Hybrid in Folsom, CA

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 a trusted technology partner to the agencies and operators responsible for national security, public safety, and the future of travel. We support federal civilian and defense agencies, homeland security and border protection, state and local law enforcement, airports, airlines, aviation authorities, and the emergency management and smart city teams that keep communities safe.

Our work powers the systems behind secure borders, safer streets, and seamless air travel — helping organizations modernize identity verification, investigations, passenger processing, and critical infrastructure protection with confidence.

We are seeking a collaborative and detail-oriented Engineering Support Manager to join our team. The role is closely related to a Customer Success Manager role. The successful candidate will join a team of other Engineering Support Managers working closely with customers to ensure mission critical success.

Key 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 service-level agreements (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, key performance indicators (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.

Qualifications

• Bachelor’s degree in Engineering, Cybersecurity, Operations, Business, or a related field, or equivalent experience.
• Experience managing or supervising a technical support, engineering support, or operations team.
• 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.

Preferred Experience

• Background in biometrics, cybersecurity, product development, technical services, or a related engineering environment.
• Experience with customer success, service management, ticketing systems, or workflow optimization tools.
• Familiarity with performance metrics, root cause analysis, and continuous improvement methodologies.
• Experience supporting change management or system implementation efforts.

What We Offer

• A collaborative environment focused on operational excellence and innovation.
• Opportunities to influence processes, support team development, and improve engineering outcomes.
• A culture that values accountability, continuous learning, and cross-functional teamwork.
• Medical/Dental/Vision insurance, Employee Assistance Program, etc.
• 401(k) match
• Professional development and growth opportunities

Equal Opportunity Statement

We are committed to creating an inclusive workplace and welcome candidates from all backgrounds. Employment decisions are based on qualifications, merit, and business needs.

Work authorization & Pay Transparency

Employment is contingent upon verification of identity and authorization to work in the United States. We use EVerify.

Applicants must be authorized to work for any employer in the United States; we are unable to sponsor or take over sponsorship of an employment visa at this time.

The base salary for the Engineering Support Manager is $110,000 to $150,000 annually. Compensation will reflect the selected candidate’s relevant education, experience, and demonstrated expertise, aligned with the responsibilities of the role.

About NEC National Security Systems, Inc.

With a global team of 100,000, and 64,000+ technology patents, we deliver one of the industry’s strongest and most innovative portfolios of communications, analytics, security, biometrics, and technology solutions that unleash customers’ productivity potential. Through these solutions, NEC combines its best-in-class solutions and technology to solve today’s most complex business problems. NEC is a global technology leader with a presence in 140 countries and $27 billion in revenues. Backed by 123 years of innovation and experience, NEC knows what it takes to change and stay ahead of technology's continuous evolution. It is our capability to leverage decades of award-winning technologies and research that has enabled NEC to remain an Information and Communications Technology (ICT) leader and through problem resolution, bring new value to people, organizations, and society.