Senior RF Engineer, Customer Support Supervisor

Job Description

Readiness Delivered. Kratos engineers and deploys technology and systems that move national security forward, with the cost, speed, and reliability that make readiness certain. We are a trusted partner-driven by doing the right thing and achieving maximum success for our customers, our partners and ourselves. The Customer Support Engineer will work directly with KRATOS Customers as a Tier-2 RF Support Engineer resolving Customer inquiries/requests submitted via phone, email, or trouble ticket; ensuring a high level of customer service while bringing issues to resolution on a timely and efficient manner.

This position is an essential part of Kratos Global Customer Support group providing technical support for Kratos delivered systems and products as well as providing technical guidance and mentorship to the overall support team.

Location: COS and/or San Jose, CA (preferred). Hybrid/Remote to be considered for the appropriate candidate.

ESSENTIAL JOB FUNCTIONS:

• Provide Technical Support to KRATOS Customers as part of the Kratos Support team.
• Daily Interaction with Customers via telephone, Customer portal, email, or VPN access to troubleshoot technical issues.
• Customer Service attitude and global awareness.
• Excellent verbal and written communications.
• Responsible for resolving customer reported tickets escalated by Tier-1 support.
• Clearly identifying customer reported issues and perform initial assessment, gathering logs, configuration, and related information.
• Track and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern.
• Active member of the on-call technical support staff to provide 24x7 Tier-2 technical support.
• Responsible for updating Customer system configuration records.
• Responsible for updating Support Knowledge Base and Troubleshooting guides.
• 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 assist and advice as needed.
• Responsible to ensure that the customer receives an adequate level of service with each concern or request.
• Provide In-depth RF technical support and troubleshooting related to Kratos Products.
• Work closely with the Product Engineering team and the Delivery team to resolve customer reported issues.
• Act as Technical Account Manager for key customer accounts, managing customer relationships.
• Responsible for maintaining positive and loyal relationship between Kratos and its customers.
• Assist with and lead software installations and upgrades for new or existing customers.
• Provide mentoring and guidance to Tier-1 and Junior team members on RF related subjects and Kratos products operational usage.
• Create troubleshooting playbook and helpful technical product documents as needed.

Technical Knowledge:

• Intermediate RF and SATCOM knowledge
• Kratos Products expertise and knowledge
• Technical experience with NOC operations and satellite ground stations
• Configuration and troubleshooting knowledge of RF related equipment: RF switches, modems, power meters/sensors, signal generators, spectrum analyzers, digitizers.
• Knowledge of Windows Servers, Window Clients, Linux environment
• Troubleshooting, Root Cause, and Failure Analysis skills and techniques
• SQL Server, Database concepts knowledge/experience
• Database Replication Concepts - Preferred
• Networking Concepts, VMWare, Cloud services
• Microsoft Office (Word, PowerPoint, Excel)

Experience and Skills

• Engineering or Computer Science Degree
• 5-10 Years of Experience in a SATCOM, RF related field
• Travel: 3% travel for training or customer visits
• Multiple Languages: Ability to speak/write in multiple languages preferred

#LI-Hybrid

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: $110,000-$130,000

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.

Job Benefits

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