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Customer Support Engineer

 
Job Tracking ID:  KTTS-18-142
Location:   Santa Clara, CA
Job Type:  Full-Time/Regular
Date Updated:  May 13, 2019
 
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Job Description:

GENERAL JOB SUMMARY:

The Customer Support Engineer will work directly with KRATOS Customers and will be the first line of service to follow Customer inquiries/requests submitted via phone, email, or trouble ticket.
Ensure a high level of Customer Service which brings Issues to Resolution on a timely and efficient manner.

This position is an essential part of the Kratos Customer Support group.

ESSENTIAL JOB FUNCTIONS:

o Provide Technical Support to KRATOS Customers as part of the Kratos Support team.
o Daily Interaction with Customers via telephone, Web Portal, email, or VPN access to troubleshoot Customer issues.
o Customer Service attitude
o Excellent verbal and written communications.
o Clearly identifying customer reported issues and perform initial assessment, gathering logs, configuration, and related information.
o Responsible for creating, updating, resolving customer tickets.
o Track and maintain constant communication with the customer from the beginning to the end of any established case, issue, or concern.
o Responsible for escalating tickets as needed.
o Provide periodic status on Customer related issues
o Responsible for updating Customer system configuration records
o Responsible for updating Support Knowledge Base and Troubleshooting guides
o Ability to follow and/or provide written and oral step-by-step procedures
o Ability to establish and maintain effective working relationships with internal and external customers inside and outside the work group.
o Use discretion and independent judgment when interacting with customers to provide assistance and advice as needed.
o Responsible to ensure that the customer receives an adequate level of service with each concern or request.
o Responsible for maintaining positive and loyal relationship between Kratos and its customers.
o Assist with and lead software implementations for new customers.
o Create troubleshooting playbook and helpful technical product documents as needed.

Experience and Skills:

• Community College degree and/or three years of customer service experience in a related field, or any equivalent combination of training and experience.

Technical Knowledge:
 
• Knowledge of SQL Server
• Knowledge of Windows Server and Window Clients
• Database Replication Concepts
• Networking Concepts
• Microsoft Office (Word, PowerPoint, Excel)
• Troubleshooting skills and techniques
• Kratos Products expertise (satID, MONICS, SAT-DSA) or similar- Preferred but not required
• RF knowledge – Preferred but not required


Additional Information:
 
Job Level:   Any
Number of Openings:  
Years of Experience:   Any
Level of Education:   Associate
Starting Date :   ASAP