Tier 2 Support Engineer

Job Description

Job Description

Northstrat is seeking a Tier 2 support engineer to assist customers using space-based broadband communication systems. As a Tier 2 support engineer, you will directly interface with government customers to resolve complex satellite network issues through methodical problem analysis and technical resolution.

This role is critical to ensuring seamless customer experience and mission assurance across classified and unclassified communication environments. You’ll handle escalated customer support cases involving service degradation, analyzing network performance data (latency, packet loss), and system configurations to restore optimal service levels. You will also work with cross-functional engineering and business support teams while leveraging enterprise ticketing systems and technical troubleshooting tools.

Key Job Responsibilities

- Lead the resolution of complex customer cases involving routing anomalies, connectivity degradation, and internet reachability failures.

- Provide in-depth technical guidance to customers and internal teams, partnering with development and operations teams to drive rapid resolution

- Act as a Subject Matter Expert (SME) for troubleshooting and escalating networking issues, including DNS failures, throughput bottlenecks, and internet path issues.

- Troubleshoot SD-WAN/DSN connectivity issues across ISP backbone and customer edge networks, identifying misconfigurations and service-impacting faults

- Proactively identify support gaps and contribute to tooling, diagnostics, and automation that reduces time to resolution and improves customer experience.

- Develop and document troubleshooting playbooks, technical guides, and knowledge base articles to provide advanced technical guidance to customers and internal teams

- Use cloud-based applications to monitor state of health and performance of key services

- Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts

A day in the life

In this role, you’ll work to maintain 24/7 operations, including a potential on-call rotation. You’ll start each shift reviewing support ticket queues and current service alerts, then interface with users. You’ll interact with customers and own the resolution of the most complex networking cases that require deep subject matter expertise. Throughout your shift, you’ll monitor real-time performance dashboards and contribute to the resolution of open issues. You’ll conduct follow-ups with customers to resolve complex open support cases and document activity for coordination with various development and engineering teams.

Requirements

• Must be a US citizen with an active or current Secret clearance
• Must have at least 5+ years of experience in network and operating system technical support
• Hands on experience in network design, protocols and troubleshooting tools (TCP/IP, SD-WAN, DNS, DHCP, etc.)
• You must have at least 1+ years of experience using AWS or equivalent cloud service management applications (i.e. CloudWatch, CloudTrail)
• Strong verbal and written communication skills
• Demonstrated hands-on experience with RF fundamentals including link budget and satellite ground equipment

Preferred qualifications

• Top Secret clearance, SCI eligible

• Previous experience supporting government customers or working with military SATCOM systems

• Strong understanding of satellite communications ground systems

• Experience monitoring technical system health metrics and interpreting performance dashboards

• Strong understanding of AWS Networking concepts and associated services

• Advanced knowledge of multi-band and multi-feed antenna configurations, including auto-acquire and auto-tracking systems

Benefits

Work/Life Balance

Northstrat values true work life balance. We offer power of choice benefits designed to best meet the needs of you and your lifestyle. Our benefits programs are designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. We also offer competitive compensation, benefits, and professional development opportunities. Please refer to our Benefits section for additional details.

Flex Time

Northstrat does not mandate specific working hours. Although project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. For example: John worked 12 hours on June 1st to meet a project deadline. On June 15th, John only worked 4 hours because he left early for a long weekend. John’s IBA was not debited for time off because flex time allowed him to carry over those 4 hours from June 1st.

Individual Benefits Account (IBA)

To attract and retain the highest quality staff, Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset – the employee.

The purpose of the IBA is to provide attractive benefits to all full-time employees of Northstrat on a flexible basis that enables each covered employee to select a package that best suits his or her needs. Whether those needs are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these, the IBA provides flexibility to help you meet your specific goals. The IBA can be used for such things as:

IBA Benefits accrue each month in the amount equivalent to 50% of the employee’s monthly compensation rate. That is, the effective dollar amount of this accrual is in addition to an employee’s salary.

Profit Sharing Plan (PSP)

The PSP is a qualified retirement plan that Northstrat funds quarterly on the employee’s behalf through the IBA in the amount equivalent to 25% (up to the IRS contribution limit) of the employee’s compensation. That is, of the 50% accrual in the IBA, half of the amount accrued is applied to the PSP.

Lifelong Learning

Our culture promotes and nurtures a growth environment. We hire and scale rapidly to meet the needs of our partner customers. Through periodic company sponsored training events, and the ability to use IBA funds for reimbursement of work-related education expenses you will have the opportunity to continually grow your skills and abilities.

Join Our Talented Team

We hire the BEST employees and value each one. Since 2021, The Washington Post has recognized Northstrat among its "Top Workplaces". We think that your friends and family will like it here too, so we offer employee referral incentives.

Northstrat is an Equal Opportunity Employer

We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status or other legally protected status.