Product Support Engineer II - Prototyping & Troubleshooting

Sierra Nevada Corporation; Southern Pines, Northern (NC, KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, vision plans

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

Life insurance

3 weeks paid time off

Tuition reimbursement

Job summary

Sierra Nevada Corporation is seeking a Product Support Engineer II to provide intermediate-level technical support for our product and system prototypes. You will troubleshoot, test, and coordinate corrective actions while collaborating with engineering to meet performance standards and customer requirements.

In this role, you will manage CRM data, assist with licensing, and contribute to knowledge bases and KPI reporting.

Qualifications

• High school diploma or GED equivalent.
• 2+ years of experience in a technical support or engineering role.
• Proficient in troubleshooting and diagnostic techniques.
• Understanding of system level maintenance of networks and communications systems.

Responsibilities

• Serve as Tier I contact for customer inquiries, troubleshooting software and tactical data link issues.
• Log, triage, and route bugs/enhancement requests to appropriate teams and track through resolution.
• Enter and maintain accurate customer, contract, and license data within the CRM.
• Generate and distribute software licenses per established policy and contract terms.
• Contribute to and help maintain the knowledge base, FAQs, and customer documentation.
• Track basic support metrics and flag trends to leadership.
• Escalate any export-control interpretation to Export Compliance, Legal, or Program Management.

Skills

Troubleshooting

Communication

Product testing

CRM

System maintenance

Education

High school diploma or GED

Tools

CRM

Job description

Sierra Nevada Corporation is seeking a Product Support Engineer II to provide intermediate-level technical support for our product and system prototypes. You will troubleshoot, test, and coordinate corrective actions while collaborating with engineering to meet performance standards and customer requirements.

In this role, you will manage CRM data, assist with licensing, and contribute to knowledge bases and KPI reporting.