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 Global Support group.
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 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 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.