Technical Support Engineer Jobs in Rochester, NY

Technical Support Engineer
FULL TIME, EXEMPT
About us:
At REDCOM, our mission is to design the most reliable and innovative communications solutions for customers that span all branches of the U.S. military, government agencies, public safety organizations, and telecom service providers. After more than 45 years in business, we are still in growth mode. We're looking for a technical problem solver, an inquisitive individual to join our Mission Support Services group and help us continue to deliver service at the highest levels.
Opportunity at a glance:
In this position, you will be the primary technical resource for our customers, focusing on troubleshooting and problem resolution. Your main responsibility is managing our technical ticket queue, ensuring that every customer issue is investigated and resolved efficiently. To ensure long-term success, you will capture your findings in our Knowledge Base to empower both colleagues and customers. When not managing active cases, you will apply your technical expertise to interoperability testing and serve as an alternate for onsite installations.
ESSENTIAL FUNCTIONS:

• Case Management: Serve as the primary point of contact for technical issues, managing the full lifecycle of customer tickets within the Salesforce ecosystem.
• Remote Diagnostics: Provide expert troubleshooting via phone and electronic support, using tools like Wireshark to resolve complex networking and telecom issues.
• Knowledge Base Authorship: Document solutions, "how-to" guides, and troubleshooting steps for the internal and external Knowledge Base to reduce repeat inquiries and improve self-service.
• Interoperability & Integration Testing: Conduct testing between our products and third-party vendor equipment to ensure seamless integration and identify potential conflict points.
• Field Support Backup: Provide secondary support for onsite installations and hardware deployments as needed to assist the field team.
• Escalation & Advocacy: Act as the bridge between the customer and our Engineering team, documenting technical bugs and unresolved issues, providing them with the necessary data to find a fix.
• Research & Investigation: Proactively investigate "non-routine" technical questions to build our internal knowledge base, stay ahead of emerging issues, and stay current on product updates.

KNOWLEDGE & SKILLS THAT ARE REQUIRED TO FULFILL THE ESSENTIAL FUNCTIONS:

• The Troubleshooter's Mindset: An inquisitive nature with a drive to understand "the why" behind a technical failure.
• Technical Writing: Strong written skills with the ability to create clear, concise technical documentation and Knowledge Base articles.
• Customer-Centric: A strong customer service attitude with the ability to communicate professionally while solving critical technical problems.
• Organization: Ability to effectively manage a ticket queue and pivot to testing projects or onsite tasks when business priorities shift.
• Collaborative Problem Solving: Ability to work effectively within cross-functional teams, leveraging collective expertise to solve complex issues.

KNOWLEDGE & SKILLS THAT ARE PREFERRED TO FULFILL THE ESSENTIAL FUNCTIONS:

• Networking Foundations: Understanding of Layer 2/Layer 3 switches, routers, and IP networking.
• Mesh & Wireless Networking: Experience with Mesh Networking architectures and wireless communication protocols.
• Containers & Cloud: Experience with containerization (e.g., Docker, Kubernetes) and cloud infrastructure (e.g., AWS, Azure, or GCP).
• Telecom Stack: Experience with Session Border Controllers (SBCs), tactical radios (to include but not limited to: VHF, UHF, HF, MANET, TSM), or telecom test equipment.
• Packet Analysis: Proficiency in using Wireshark to diagnose network traffic and communication protocols.
• Virtual Environments: Experience with Hypervisors such as VMware ESXi, Hyper-V, or KVM.
• Systems: Familiarity with Salesforce or similar enterprise ticketing systems.

OTHER DUTIES:
Complete special projects and perform other duties as necessary.
SPECIAL WORKING CONDITIONS:
REDCOM is quite unique in that all of our engineering, manufacturing, sales, support, and marketing teams are based out of our headquarters in Victor, NY.
Must be available to travel independently, both domestically and internationally, as required
Must be available to answer customer calls on a rotational basis, 24/7, for 7 days at a time
Must be available to assist the on-call person with answering customer calls 24/7, 365 days a year, except during approved time off
Must be eligible to obtain secret-level clearance, as needed.
PHYSICAL REQUIREMENTS:
While performing the duties of this job, the employee may be required to, and for extended periods of time, stand, reach, speak, hear, have visual acuity, and have manual dexterity (use of fingers for fine activities) due to the nature of the complex array of equipment and products.
Must be able to carry up to 50 pounds.
ORGANIZATIONAL CONTEXT:
No direct reports, but will be required to interact with peers and leadership.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change based on business needs.
About REDCOM Laboratories, Inc.:
REDCOM Laboratories, Inc. is a private woman-owned small business based in Victor, New York. Since 1978, REDCOM has been developing and manufacturing the world's most reliable communications systems for all branches of the U.S. military, our NATO allies, government agencies, emergency responders, service providers, and enterprises.
REDCOM was awarded a Top Workplaces award in 2020 by The Democrat and Chronicle. This dedication is based solely on employee feedback gathered through an anonymous survey that uniquely measured 15 drivers of engaged cultures. These drivers are critical to the success of any organization: including alignment, execution, and connection, just to name a few. As a first-time participant in the program, REDCOM surpassed hundreds of other companies for the top distinction.
At REDCOM, our mission is to provide the most secure communications solutions in the world. Our trusted and proven products are designed and backed by our relentless drive for quality, innovation, and world-class support.
REDCOM allocates substantial resources to research and development. In fact, the name REDCOM is an acronym that stands for REsearch and Development in COMmunications.
Our principal office is located in our 140,000 sq. ft. headquarters in the town of Victor, a suburb of Rochester, New York. This state-of-the-art campus is home to a large engineering and development team, along with our customer service, sales, manufacturing, and leadership teams.
REDCOM designs, engineers, and manufactures all of our products right here in the United States. We work only with vetted and trusted suppliers to ensure that we source the best and most reliable components for every product. REDCOM has proactively addressed every step of the supply chain to reduce risk, making our products TAA compliant.
What really makes REDCOM stand out from most other companies is our family-oriented culture. We encourage our employees to innovate and empower them to work autonomously. This enables REDCOM to not just respond to customer requirements but to generate truly innovative solutions. We understand and anticipate user needs and develop solutions to meet them. We love solving problems that other companies can't - or won't - tackle.
The wage range for this role considers the range of qualifications that are considered in making compensation decisions including but not limited to skill sets; experience and training; education and certifications; and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each position.
Technical Support Engineer: Hiring Range $65,500 - $71,500
Why you want to work for REDCOM:
We have an incredible benefits package including:
3 weeks of paid vacation per year, plus a generous sick time policy
Generous rollover policy
10 paid holidays per year
Generous medical insurance, with 2 plans covered in full
Dental and vision coverage
401(k) plan
Learning & development is strongly encouraged
Remote friendly work environment
Beautiful campus and generous office space
On-site workout facility
Tuition Assistance Program