Technical Support Engineer
Rochester, New York
Job ID 17266L3Harris is dedicated to recruiting and developing diverse, high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.
L3Harris Technologies is the Trusted Disruptor in the defense industry. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.
Job Title: Specialist, Technical Support Engineering
Job Code: 17266
Job Location: Rochester, New York
Job Schedule: M-F 1st Shift Schedule | 5/8 Schedule
Job Description:
Provide first line technical customer technical support for our global customer base on L3Harris Tactical Communications equipment, including Falcon II - IV Products (AN/PRC-152A, AN/PRC-163, AN/PRC-167, AN/PRC-160, AN/PRC-117G) and international product families. Experience with L3Harris Very Small Aperture Terminals (VSAT) SATCOM (Hawkeye, Panther, DarkWing) is preferred. Technical Support Engineers interact directly with customers through our customer service portal, email, and over the phone.
Essential Functions:
- Assess the end user's technical challenges and determine the appropriate course of action.
- Provide guidance and best practices on product maintenance, operation and, application.
- Acts as a technical liaison between the end user and internal business partners (e.g. Technical Customer Service, Product Service, Product Line Management, Engineering, Operations, Sales and Program Management).
- Interpret and distribute complex technical solutions to the customer which abide by all ITAR and US export control regulations.
- Responsible for supporting our customer service portal data management and processes.
- Provide end user product related feedback to relevant internal business partners.
- Contribute to the growing technical knowledgebase leveraged in the department.
- Responsible for identifying, supporting, and implementing process improvements for customer support portal and within the department.
- Ability to obtain a US Secret level clearance.
Qualifications:
- Bachelor’s Degree and minimum 4 years of prior relevant experience. Graduate Degree and a minimum of 2 years of prior related experience. In lieu of a degree, minimum of 8 years of prior related experience
Preferred Additional Skills:
- Areas include communications techniques, operations and maintenance of military HF, VHF & UHF systems.
- Maintenance and Operation Experience with L3Harris VSAT terminal products. Experience with Tactical Communications products a plus.
- Experience in customer technical support.
- Experience in Network Systems Administration, Wireless Networking, IT Support, including knowledge of networking router technologies.
- Experience with Lean Six-Sigma continuous improvement projects.
- Strong interpersonal, oral and written communication skills.
- Able to analyze problems and strategize for better solutions.
- Desired AAS/BS in Technology or equivalent military experience in relative technical areas to include the development, manufacture, support, operation, application and maintenance of tactical communications equipment.
- Veterans may include a Joint Service Transcript: https://jst.doded.mil/official.html
- Strong problem solving and collaboration skills
In compliance with pay transparency requirements, the salary range for this role is $58,500 - $108,500. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. L3Harris also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.
Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.
By submitting your résumé for this position, you understand and agree that L3Harris Technologies may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.
L3Harris Technologies is proud to be an Affirmative Action/Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.
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