Senior Customer Support Engineer

Job Description

Job Description

TrellisWare launched in 2000 with an innovative culture striving to push technological boundaries in the area of wireless communications. We are now a worldwide leader in highly advanced algorithms, waveforms, and communications systems that range from small form factor radio products to fully integrated solutions.

At TrellisWare, we connect passion with purpose and together we make an impact- on our careers, our company, and the world. And you can too. If you love to innovate and collaborate in a dynamic environment where boundaries are being pushed, you belong at TrellisWare. Where the opportunity to serve is not a challenge but a gift. Where you're never going alone. Because there's too much at stake to go solo.

Our Tactical Engineering Customer Support Team is seeking a Senior Customer Support Engineer.  You will work closely with customers and the TrellisWare Business Development, Engineering and Field Support Teams to enable customers to successfully deploy TrellisWare waveforms, radios and accessories. This will include initial engagement (pre-order), network design, customer demos/trials and providing solutions to customer problems. Enhancing cohesiveness and maintaining team morale is a responsibility of all our team members, as is the ambition for self-improvement and talent development. Through this dedication to unity and professional advancement, each team member is directly impacting the successful outcome of TrellisWare's deliverables and setting the tone for our core values of delivering excellence, pushing boundaries, and empowering people.

The  essential duties and responsibilities include:

• Work with Business development and Product Management to understand technical needs of customers.
• Support and/or lead technical interchange meetings with customers to develop clear requirements and suggest most-beneficial use of TrellisWare products.
• Provide education to customer of TrellisWare's Radios, Waveforms, and other products at a functional and system performance level – appropriate to customer's needs.
• 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 the customer needs within Engineering, Product Management, and Business Development.
• Work cross functionally to measure, debug, and optimize overall radio system performance.

Education and work experience requirements are:

• 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.)

To be considered for this position, you would need to meet, at a minimum, the  knowledge, skills, and abilities listed here:

• 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.
• Ability 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.

The  physical demands described here represent those that must be met in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable those with qualified disabilities.

• Able to frequently sit, stand, walk, use hands to fingers, handle or feel, reach within hands and arm's length, stoop, kneel, and crouch, talk and hear.
• Regularly required to sit for extended periods of time; frequently required to use office equipment such as PC, printer, telephone, etc.
• Able to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Additional requirements  are:

• U.S. Citizenship. Must have ability to obtain Secret Security Clearance.
• Up to 25% domestic and international travel.

Note: Many of TrellisWare's positions require a security clearance or the ability to obtain one. 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.

TrellisWare Technologies pays competitively according to the market in an individual's geographic location, in addition to their qualifications and experience. The posted range is annually and for individuals located in the San Diego, CA area.

San Diego, California Pay Range

$115,000—$200,000 USD

Disclaimers

• The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Nothing in the job description restricts the company's right to change, assign, or reassign duties and responsibilities at any time for any reason .
• As part of our onboarding process, we conduct background checks, where legally permitted and appropriate for the role, in accordance with applicable laws, regulations, and privacy requirements.
• By submitting your application, you acknowledge that TrellisWare Technologies may collect, process, use and obtain your personal information for recruiting and hiring purposes in accordance with applicable data protection and privacy laws. Please review our Employee-Applicant Privacy Notice for more information.

*TrellisWare Technologies, Inc. is an EEO/AA/Disability/Vets Employer.*

Check out the Careers page for more information about working at TrellisWare Technologies.