Product Support Engineer II (Customer Support)

snc; Southern Pines (NC); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) with 150% match up to 6%

Life insurance

3 weeks paid time off

Tuition reimbursement

Job summary

SNC is seeking a Product Support Engineer II to provide intermediate-level technical support for product and system prototypes. You will troubleshoot, test, and coordinate corrective actions while collaborating with engineering teams to ensure performance meets customer requirements.

The role emphasizes knowledge management, CRM data accuracy, and export controls alignment, with a focus on delivering customer-centric solutions in a fast-paced, hybrid work environment.

Qualifications

• High school diploma or GED required.
• 2+ years in a technical support or engineering role.
• Proficient in troubleshooting and diagnostic techniques.
• Strong understanding of product installation and testing processes.
• Basic understanding of wireless networks and tactical communications.

Responsibilities

• Serve as Tier I contact for customer inquiries and troubleshoot software issues.
• Document and escalate cases to engineering or SMEs, keeping stakeholders informed.
• Flag recurring issues to leadership for broader product or process improvements.
• Support customer meetings to gather requirements and relay needs to product/engineering teams.
• Log, triage, and route bugs/enhancement requests and track to resolution.
• Enter and maintain customer and license data in the CRM and assist with coordination.

Skills

Troubleshooting

Communication

Customer support

Wireless networks

System maintenance

Diagnostics

Education

High school diploma or GED

Tools

CompTIA A+

Job description

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.

Customer & Technical Product Support

• Serve as Tier I contact for customer inquiries, troubleshooting software and tactical data link issues
• Document, track, and escalated 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

Customer Requirements & Product Advocacy

• 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

CRM & Customer Operations

• Enter and maintain accurate customer, contract, and license data within the CRM
• Support customer deliverable coordination and assist with CRM troubleshooting and enhancement requests

Software Licensing

• 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

Knowledge Management & Continuous Improvement

• 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

Reporting

• Provide input and data for KPI reports and dashboards prepared by leadership
• Help maintain accurate records to support audits and reporting needs

Export Compliance

• 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

Qualifications You Must Have

• 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.

Qualifications We Prefer

• 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.

Essential Functions

• Ability to sit and work at a computer for extended periods.
• Hand/finger dexterity for operating computer equipment.
• Ability to lift up to 20 lbs occasionally.
• Capability to work in an office or hybrid environment.
• Occasional travel may be required.

This posting will be open for application for a minimum of 5 days and may be extended based on business needs.

SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more .

IMPORTANT NOTICE

This position requires the ability to obtain and maintain a Top Secret U.S. Security Clearance. U.S. Citizenship status is required as this position needs an active U.S. Security Clearance for employment. Non-U.S. Citizens may not be eligible to obtain a security clearance. The Department of Defense Consolidated Adjudications Facility (DoD