Tech Support Specialist - Satellite Products

Technical Support Specialist - Satellite Products

NAL Research Corporation, headquartered in Manassas, VA, with a second office in Fredericksburg, VA, provides military-grade Iridium satellite modems and tracking terminals and secure geolocation solutions for the defense, research, and commercial sectors. These products are used globally in a wide range of applications including asset tracking, search and rescue, remote sensing, and command/control for personnel, land, maritime, and airborne platforms.

NAL is seeking a Technical Support Specialist who will provide world-class support to our customers who are performing critical missions globally. The Tech Support Specialist is responsible for ensuring that our customers receive timely customer-focused solutions to any product or service issues. The successful candidate will be fully engaged with our very diverse customer base and will help our customers with configuring, troubleshooting and use of our wide range of products. The candidate will demonstrate commitment to our customer’s success and will diagnose and troubleshoot hardware and software problems and assist our customers to install and configure applications and firmware.

This position will report directly to the Customer Service Director and will work closely with our Activations, Software, and Hardware Engineering teams, and our customers.

Principal Duties and Responsibilities:

•Provide phone, email, and occasional in-person support for customer technical support issues.

•Resolve customer technical issues (tickets) in a timely manner– Solve customer issues with sense of urgency and attention to detail.

• Properly escalate unresolved issues through the appropriate channels.

• Provide prompt and accurate feedback to customers, following up to ensure customers are satisfied with our response.

•Cross-train with other department members to provide backup and coverage.

Sales Engineering: join some calls to provide sales engineering assistance, speak to advanced features of products and services. Confirm if quoted products can achieve the customer goal.

•Provides on-call support with other team members for customer issues which may arise outside of business hours.

Required Knowledge, Experiences, and Skills:

•IP Networking (preferred certification) including VPN, NAT, basic network design.

•Solid experience with the configuration, operation and testing of both software and hardware, ideally with hand-held and vehicle installed Iridium devices.

•Ability to represent NAL and respond to our customers and articulate concepts to both technical and non-technical audiences.

•Meticulous attention to detail and drive to solve problems and build rapport with our military and commercial customers.

•Outstanding customer service skills and ability to develop and refine processes and assist with reporting products.

Desired Knowledge, Experiences, and Skills:

•3+ year’s hands-on experience with NAL Iridium Tagging, Tracking and Locating products. NAL SHOUTS, 9602, etc.

•Iridium SPNet, IBIS experience.

•Direct and relevant experience various tracking platforms (ATAK, BFT, Aide Ares, Agile Client, Google Earth) situational awareness tools.

•Ability to adapt to a fast-paced work environment.

•Ability to obtain a security clearance.

•US Military TTL training in any discipline to include Friendly Forces, Hostile Forces or Blue Forces tracking programs.

•Public and/or tactical radio experience.

Education and Certifications:

•An associate degree and/or Technical Certifications are preferred

•Military or long-term technical support experience with a device troubleshooting background is highly desirable

•Bachelor's degree in computer engineering, Computer Science, Electrical Engineering, or similar is a plus.

This is a hybrid home/office position based in our Manassas, VA office and requires some customer engagement outside of normal business hours. Position will require some travel and the ability to interact with customers, the NAL team and industry partners at all levels.

NAL Research Corporation is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, ethnicity/national origin, sex (including pregnancy and gender identity), sexual orientation, gender identity or expression, age, disability, veteran status, genetic information, or other applicable legally protected characteristics.

Due to the nature of the work and the environment in which it is performed, all successful applicants must be U.S. citizens with the ability to obtain a security clearance.

NAL Research Corporation offers the following benefits for this role.

1. Hybrid Remote Work Model
2. 401(k) with Company Match
3. Flexible work schedules
4. Company Paid Life and AD&D insurance.
5. Company Paid Disability insurance.
6. Medical, Dental, Vision Insurance
7. 32 Paid Holiday and Annual Leave Days per year.
8. Referral Program
9. Tuition Reimbursement

Salary Range is $75,000 to $90,000, annually.

PHYSICAL WORKING ENVIRONMENT:

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands and/or fingers to handle or feel, reach with hands and arms, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Ability to work long hours and maintain a rigorous schedule on an as needed basis.

Visit www.nalresearch.com/careers to apply.