Senior Customer Support Engineer

Kratos Defense & Security Solutions, Inc.; Herndon (VA); On-site; USD 125,000 - 165,000; Full time

Benefits offered by this job

Life/ADD & Disability Insurance

401(k) Plan

Employee Stock Purchase Plan

Paid Time-Off

Holidays

Education Reimbursement

Job summary

Kratos Defense & Security Solutions, Inc. in the United States is hiring a Customer Support Engineer to be the first line of service for KRATOS customers across phone, email, and trouble tickets.

You will provide 24x7 support as part of the Global Technical Support team and help drive swift resolutions with strong troubleshooting and customer-facing skills. The role requires a Bachelor's in Engineering or related field, experience with large networks, cloud platforms, and virtualization.

Qualifications

• Bachelor's degree in Engineering or related science discipline or equivalent experience
• Experience with distributed technical teams
• Experience with large commercial network deployments and support
• Experience with concepts of SDN, NFV, and VNF etc.
• Experience using Azure, AWS, Google and other cloud environments
• Experience with virtualization using VMware, Open stack, VirtualBox, and Azure/AWS virtualization environments
• System administration experience in UNIX/Linux variants (Red Hat, CentOS, Debian, SUSE)
• Extensive knowledge of network tools and technologies including MPLS, OSPF, Routing, IP, TCP/IP, ICMP, Wireshark, SNMP and Multicast
• Experience supporting satellite or telecommunications networks with complex monitoring/management applications
• Ability to work with large enterprise customers
• Strong troubleshooting and consultative skills

Responsibilities

• Member of the Global Technical Support team, including shift work availability to provide 24x7x365 support coverage.
• Daily interaction with Customers via telephone, Web Portal, email, or VPN access to troubleshoot customer issues.
• Customer service attitude, global awareness, and excellent verbal and written communications.
• Respond to customer inquiries in a timely manner, providing accurate information and solutions.
• Clearly identifying customer reported issues and perform initial assessment, gathering logs, configuration, and related information.
• Responsible for creating, updating, resolving customer tickets.
• Track customer interactions and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern.
• Follow established procedures for handling customer complaints and escalations.
• Provide periodic status on customer related issues.
• Responsible for updating customer system configuration records.
• Responsible for updating Support Knowledge Base and Troubleshooting guides.
• Utilize problem-solving skills to resolve customer issues quickly and efficiently.
• Ability to follow and/or provide written and oral step-by-step procedures.
• Ability to establish and maintain effective working relationships with internal and external customers inside and outside the work group.
• Use discretion and independent judgment when interacting with customers to provide assistance and advice as needed.
• Responsible for maintaining positive and loyal relationship between Kratos and its customers.
• Participate in team meetings and training sessions as needed.
• Adhere to all company policies and procedures.

Job description

KratosSpaceis a leader in assured aerospace communication solutions and services. We are cutting-edge innovators and creative problem solvers working collaboratively to solve our customers’ toughest challenges. Kratos is valued for our ability to design and deliver leading edge, resilient solutions for aerospace communication, control, awareness and mission success across a continuum of offerings—from commercial to tailored custom solutions and integrated programs. We bring both the capability and confidence that our customers value and depend on. At Kratos, we encourage an entrepreneurial spirit balanced with fiscal and operational discipline. We work hard, we solve hard problems, and we look out for and take care of our customers, each other and our families. Protecting and enabling our customer’s communication systems through innovative aerospace solutions is what motivates us. We look forward to working with open, honest, caring and passionate individuals that want to bring their diverse backgrounds, perspectives and skills to help us continue to build a great company. As we develop and launch our next generation of Satellite Ground Infrastructure platform we will be revolutionizing the satellite communication market using disruptive technology leveraging the principals of SDN, NFV, Virtualization, and Cloud compute.

Customer Success Team

Our Customer Success team serves as the trusted interface between our internal team and all customers across their lifecycle, proof-of-value, on-boarding, adoption, advocacy, and renewal. The Customer Success team engages customers using a partnership approach which positions our Customer Success representatives as trusted members of our customer's extended team. This collective-team approach enables our customers to leverage our platform to operationalize their business goals effectively

The Role

The Customer Support Engineer will work directly with KRATOS Customers and will be the first line of service to follow Customer inquiries/requests submitted via phone, email, or trouble ticket; ensuring a high level of Customer Service to brings Issues to Resolution on a timely and efficient manner.

This position is an essential part of Kratos Global Support group which provides 24x7 technical support for Kratos products and Kratos delivered systems.

Responsibilities

• Member of the Global Technical Support team, including shift work availability to provide 24x7x365 support coverage.
• Daily Interaction with Customers via telephone, Web Portal, email, or VPN access to troubleshoot Customer issues.
• Customer Service attitude, global awareness, and excellent verbal and written communications.
• Respond to customer inquiries in a timely manner, providing accurate information and solutions.
• Clearly identifying customer reported issues and perform initial assessment, gathering logs, configuration, and related information.
• Responsible for creating, updating, resolving customer tickets.
• Track customer interactions and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern.
• Follow established procedures for handling customer complaints and escalations.
• Provide periodic status on Customer related issues.
• Responsible for updating Customer system configuration records.
• Responsible for updating Support Knowledge Base and Troubleshooting guides.
• Utilize problem-solving skills to resolve customer issues quickly and efficiently.
• Ability to follow and/or provide written and oral step-by-step procedures.
• Ability to establish and maintain effective working relationships with internal and external customers inside and outside the work group.
• Use discretion and independent judgment when interacting with customers to provide assistance and advice as needed.
• Responsible for maintaining positive and loyal relationship between Kratos and its customers.
• Participate in team meetings and training sessions as needed.
• Adhere to all company policies and procedures.

Experience and Skills

• Bachelor's degree in Engineering or related science discipline or equivalent experience
• Experience with distributed technical teams
• Experience/Knowledge of large commercial network deployments and support
• Experience with concepts of SDN, NFV, and VNF etc.
• Experience using Azure, AWS, Google and other cloud environments
• Experience with virtualization using VMware, Open stack, VirtualBox, and Azure/AWS virtualization environments
• System administration experience in one or more of the following UNIX/Linux variants: Red Hat, CentOS, Debian, SUSE
• Extensive knowledge of network tools and technologies including MPLS, OSPF, Routing, IP, TCP/IP, ICMP, Wireshark, SNMP and Multicast
• Experience supporting satellite or telecommunications networks with complex monitoring/management applications
• Ability to work with large enterprise customers
• Strong troubleshooting and consultative skills

Preferred Qualifications

• Recent work experience with Software Defined Networking (SDN) components – controllers, conductors, resource and/or service orchestrators
• Experience working with large, globally dispersed engineering team
• Experience in scripting using Python or similar language
• Experience with large commercial Networks
• Experience with Satellite Communication concepts

The grade-based pay range for this job is listed below. Individual salaries within that range are determined through a wide variety of factors including but not limited to education, experience, knowledge, and skills.

Competitive salary based on experience and education
Salary Range: $125,000-$165,000

Kratos is valued for our ability to design and deliver leading edge, resilient solutions for aerospace communication, control, awareness and mission success across a continuum of offerings—from commercial to tailored custom solutions and integrated programs. Customers trust us to stay relevant and know we are in it for the long-haul. We bring both the capability and confidence that our customers value and depend on. And we always deliver.

This posting will close within 90 days from the Posting Date.

• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Holidays
• Education Reimbursement

Kratos Defense is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as aprotected veteran, or any other protected category under applicable federal, state, and local laws.

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