Senior Engineer I - Technical Support

About the role

Join a team of professionals dedicated to providing high-level, high-quality support to customers in Military, Industrial, Financial, Space, and Frequency & Time Synchronization Solutions. As a Senior Technical Support Engineer, you will play a key role in troubleshooting, technical guidance, and post-sales support for Microchip’s Frequency and Time Systems products.

Responsibilities

• Develop expertise in Primary Reference Standards, including Atomic Clocks, to assist customers in troubleshooting and resolving technical issues.
• Interpret schematics, assembly drawings, and production/manufacturing procedures to diagnose and resolve product issues.
• Troubleshoot FTS timing and synchronization systems, guiding customers through fault identification and resolution.
• Log customer cases in the Salesforce system, ensuring accurate records and timely updates.
• Work on solutions or workarounds for customer issues, escalating critical cases when necessary to ensure rapid resolution.
• Communicate effectively and professionally with customers, providing clear updates and technical guidance.
• Proactively communicate with Technical Support Management regarding case status and escalations.
• Document solutions and maintain up-to-date records of customer cases.
• Focus on post-sales technical engagements for Microchip Frequency and Time Systems (FTS) products.
• Provide front-line technical and applications support to customers and internal sales teams.
• Deliver technical presentations and training tailored to customer requirements, emphasizing the scalable features of Microchip FTS equipment.
• Perform data analysis using proprietary software tools to support troubleshooting and solution development.

Requirements/Qualifications

• Bachelor of Science in Electrical Engineering (BSEE) or related field.
• Minimum of five (5) years of relevant industry experience.
• Strong working knowledge of frequency references, protocols, and network timing technologies including NTP, PTP, IRIG, GPS, GNSS, Network Synchronization, and Test Methodologies.
• Demonstrated experience in data analysis and troubleshooting timing/synchronization or similar electronic/RF systems.
• Proficiency in interpreting schematics, assembly drawings, and manufacturing procedures.
• Excellent verbal and written communication skills, with the ability to engage confidently via phone or web-based conference calls.
• Proficiency with Microsoft Windows and Microsoft Office applications.
• Strong organizational skills and a systematic, detail-oriented approach to problem-solving.
• Able to work effectively both independently and as part of a team.
• Self-motivated with strong time management and prioritization skills.

Preferred Qualifications

• Four or more years of technical support or customer service experience.
• Experience supporting customers in telecommunications, aerospace, defense, or critical infrastructure sectors.
• Experience delivering technical presentations or customer training sessions.