Senior Customer Support Engineer

About the role

The Tactical Engineering Customer Support Team at TrellisWare is seeking a Senior Customer Support Engineer. This role involves working closely with customers and TrellisWare teams to enable successful deployment of TrellisWare waveforms, radios, and accessories. Key responsibilities include understanding customer needs, leading technical meetings, providing product demonstrations, and resolving customer issues.

Responsibilities

• Work with Business Development and Product Management to understand customer technical needs.
• Support and/or lead technical interchange meetings with customers to develop clear requirements and suggest beneficial use of TrellisWare products.
• Provide education to customers on TrellisWare’s Radios, Waveforms, and other products at a functional and system performance level.
• Lead technical execution of small and large customer contracts as assigned by Business Development.
• Support Business Development in the field with system-level expertise, often at customer sites, during critical requirements, design, or testing phases.
• Conduct design, deployment, and testing of candidate systems using TrellisWare products to validate and verify suitability for customer use.
• Document and provide new candidate requirements for TrellisWare Products based upon knowledge of and experience with customer uses cases.
• Advocate for customer needs within Engineering, Product Management, and Business Development.
• Work cross-functionally to measure, debug, and optimize overall radio system performance.

Requirements

• Bachelor's degree in electrical engineering or related field of study required. Master's degree or higher preferred.
• Minimum of four years' experience with a broad multidisciplinary technical background required.
• Minimum of two years’ experience supporting customers with radio communication products.
• Practical experience with military or commercial wireless products - Examples: Commercial (GSM, CDMA, LTE, Wi-Fi, Bluetooth, etc.), Military (SRW, WNW, MUOS, Link-16, etc.).

Qualifications

• System design/architecture experience for complex communications systems across RF, PHY, MAC, Networking, and Application layers.
• RF Link and Network Planning.
• Networking: Layer 2 and layer 3 data networks and protocols.
• Experience with data analysis tools such as iPerf and Wireshark.
• Experience with common lab test equipment (i.e. spectrum analyzer, power meter, oscilloscope, logic analyzer).
• Experience with advanced communication waveforms for operation in a congested and/or contested environment.
• Experience with soldier-based situation awareness software such as ATAK, SittaWare, Ditto or SHARE.
• Familiar with MPEG video encoding/decoding considerations.
• Prior military communications experience.
• Experience with Unmanned Systems.
• Embedded system security including secure boot, tamper detection, secure SW upgrade, key management, user authentication and encryption, networking security protocols.
• Understanding of industry certifications including: MIL-STD-810, MIL-STD-461, CE Mark.
• Able to work independently, demonstrate initiative and interact with a variety of engineering development teams.
• Strong collaborative drive and interpersonal skills.
• Strong initiative, proactive work ethic and prioritization skills.
• Trustable judgement and analytical problem-solving skills.
• Effective execution and decision making.
• Champion of change and promotes innovation.
• Strong written and verbal communication skills.

Benefits

TrellisWare Technologies offers competitive compensation and benefits, including:

• Competitive salary commensurate with experience and qualifications.
• Up to 25% domestic and international travel.
• U.S. Citizenship and ability to obtain a Secret Security Clearance.

For more information about working at TrellisWare Technologies, please visit the Careers page.