Senior Customer Success Jobs in Rochester, NY (NOW HIRING)

L3Harris is dedicated to recruiting and developing 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 is the Trusted Disruptor in defense tech. 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: Senior Specialist, Systems Engineering (Network Engineering)

Job Code: 40616

Job Location: Rochester, NY

Job Schedule: 9/80 - Employees work 9 out of every 14 days - totaling 80 hours worked - and have every other Friday off

This Sr. Specialist position will have a critical role in delivering advanced engineering support for L3Harris' next-generation tactical communication solutions. Working directly with customers in operational environments, providing high-level technical support, system integration, and proactive problem resolution while serving as a key technical liaison back to Systems Engineering, Product Engineering, Product Management, and Sales.

This role is well-suited for technically strong, hands-on engineers who enjoy solving complex networking problems, working close to real-world deployments, and contributing to the evolution of innovative tactical communications systems.

The successful candidate will integrate, troubleshoot and support deployment of wired and wireless networked systems, with a strong emphasis on IP-based networking, routing, and tunneling technologies. The role will require both real time troubleshooting and issue resolution as well as proactive problem solving by identifying risks, improving configurations, and sharing knowledge across teams to drive continuous improvement and customer success.

Essential Functions:

• Provide advanced technical support for tactical communication systems in lab, field, and customer environments
• Develop SME knowledge on the features and use cases of our suite of tactical waveforms.
• Manage and resolve complex customer incidents and technical escalations
• Perform hardware and software system integration of wired and wireless network solutions
• Design, configure, and troubleshoot IP-based network architectures using fielded tactical radio solutions.
• Apply and support networking technologies including VLANs, redundancy protocols (e.g., VRRP), Routing Protocols and tunneling solutions.
• Proactively identify potential system or network issues and recommend preventative or corrective actions
• Serve as a technical liaison between customers, Product Engineering, Program Management, and Sales
• Accurately document findings and contribute to internal knowledge sharing, training materials, and best practices
• Support continuous improvement by providing customer feedback and operational insights to product teams
• Travel domestic and internationally approximately 50%

Qualifications:

• Bachelor's Degree and minimum 6 years of prior relevant experience. Graduate Degree and a minimum of 4 years of prior related experience. In lieu of a degree, minimum of 10 years of prior related experience.

Preferred Additional Skills:

• Hands-on experience with:
  • Network tunneling technologies (e.g., GRE, IPsec, ZeroTier or equivalent)
  • Fielded Applications (e.g., TAK, ICE, InstantConnect)
• Experience supporting tactical, RF, or mission-critical communication systems
• Technical proficiency with wideband networking technologies, including but not limited to ANW2C, Wren-TSM, and Wraith, with a capacity to adapt to new and evolving communication systems.
• Enjoy working with people, developing relationships and sharing knowledge.
• Experience contributing to technical documentation, training, or customer enablement
• Interest in emerging technologies and contributing to new product capabilities early in their lifecycle
• Understanding of Tactical Radio Communications, including RF propagation, frequency planning/spectrum management, antenna and system component selection and trade studies.
• Prior Military or worked in a military environment with a working knowledge of military asset use cases, maneuvers, command structures, and signals doctrine. Experience participating in and supporting exercises on military installations, interacting with enlisted and officer personnel.
• Comfortable working in fast-paced, evolving technical environments
• CCNA Certification(s)
• Strong foundational knowledge of IP networking concepts and protocols
• Experience integrating and supporting networked systems across wired and wireless environments
• Working knowledge of routing, switching, and basic network security principles
• Ability to perform root cause analysis and troubleshoot complex, multi-layer technical issues
• Direct customer and end-user interaction experience, proven and effective communications skills, interpersonal skills and customer focus are a must.
• Willingness to travel in support of customer engagements and field activities
• US Government Secret security clearance or ability to obtain.

In compliance with pay transparency requirements, the salary range for this role in New York State is $92,500 - $171,500. 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.

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L3Harris Technologies is proud to be an 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.

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 resume for this position, you understand and agree that L3Harris Technologies may share your resume, 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.

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