Product Support Engineer

Job Description

Job Description:
Raytheon Solipsys is an industry leader in integrated C4I Network Centric Warfare solutions for both the domestic and international markets, conveniently located minutes away from both Washington, D.C., and Baltimore, MD.
We need Systems/Product Support Engineers to augment our diverse and multidisciplined Customer Support Center Technical Support team. The team is responsible for providing worldwide, around-the-clock technical support to our external customers with deployed Raytheon Solipsys C4I software solutions in development, operations and testing/training support facilities.
You will gain experience in multiple areas of engineering and technical support, provide real-time technical support solutions to DoD customers and the warfighter, support integration and test efforts, vulnerability assessments and assist in preparing training and technical documentation.
Raytheon offers robust reward and recognition programs in compensation, career development, healthcare, educational assistance, maternal and paternal leave, flexible work schedules, child/adult backup care, 401(k) retirement plans, paid holidays and paid time off. You continue your career in a challenging and collaborative workplace, joining a team with a tradition of achieving noteworthy distinctions through thought and teamwork where, every day, you work with extraordinary engineers empowered for excellence. In addition, the Fulton worksite is just a short drive away from the major historical, cultural, sporting and social events that both Baltimore and D.C. provide on a year-round basis.
Key areas of responsibility include:
-Conduct and support the initial installation and training for delivered C4I solutions.
-Provide real-time technical support to troubleshoot, investigate and resolve customer support issues ranging in scope from -Configuration and usage questions to complex software/system/network failures.
-Analyze reported issues and failures to determine root cause and recommend corrective actions in concert with Engineering and Information Technology (IT) personnel.
-Conduct software product vulnerability assessments and associated resolution in accordance with established DoD Risk Management Framework (RMF) requirements.
-Collaborate with program and product engineering staff on the development, verification and execution of integration and test procedures across the Solipsys program and product portfolios.
-Develop and maintain customer and program profiles to support issue resolution and maintain an authoritative repository for the customer’s/program’s system baselines.
-Develop, maintain product training materials and resources and conduct presentation of same to domestic, DoD and international customers.
-Review/maintain product user documentation for technical accuracy and usability.
-Perform administrative and configuration management duties associated with issue resolution, training, logistics support, and product sales for deployed customer installations.
-Establish and administer online customer-specific support sites.
-Must have the ability to obtain and maintain a DoD Secret Clearance.
-This position requires the ability to work shifts, weekends, and holidays.
-Some travel to customer sites required.
Capped relocation is available.
This position can be a Salary Grade G07 or Salary Grade G08 based on the candidate's qualifications as it relates to the educational requirement for the position.
Required Skills:

• Minimum 2 years’ experience in full life cycle technical support beginning with initial site software installation and debugging through system retirement of complex domestic and military systems (in the air and maritime warfare domains desired)
• Minimum 2 years’ experience in using, configuring and administering Microsoft Windows and/or Unix operating system environments.
• Minimum 2 years’ experience providing local and remote customer service center real-time technical customer support operations.
• Minimum 2 years’ experience in complex system’s troubleshooting techniques.
• Formal or informal Systems or Software Engineering experience.
• This position requires the eligibility to obtain a US Security Clearance. Except in rare circumstances, only US Citizens are eligible for a clearance.

Desired Skills:

• Demonstrated skills developing and providing training on DoD C2/C4I systems.
• Experience with the operations and maintenance of military Tactical Data Link Systems such as Link 16.
• Experience with software Vulnerability Assessments and resolution, preferably under the DOD Risk Management Framework (RMF) environment.
• Experience in the operation and maintenance of military Tactical Data Link systems.
• Experience with relational and geospatial database development, configuration, troubleshooting, and support including experience with database servers such as: Oracle and PostgreSQL. This also includes experience with NoSQL databases.
• Ability to debug and test software products as necessary
• Ability to work with customers to provide training, demonstrations, and technical guidance.
• Strong oral & written communication skills & proven leadership skills to mentor junior engineers.
• Ability to use Microsoft Office desktop applications of Word, Excel, PowerPoint, Visio, and Outlook.
• Ability to obtain a government Secret clearance.

Required Education (including Major):

• Bachelor's degree in Computer Science, Systems or Computer Engineering, Technology, Information Systems, or other related engineering/science discipline
  Or
  Associate's degree with four (4) year's relevant job experience may be substituted in lieu of BS degree.

OR
Eight year’s relevant job experience may be substituted (in lieu of college degree)
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