Support Engineering Manager - Frederick, MD

Your tasks

• Lead and develop a high-performing Support Engineering team responsible for providing remote technical support
• Manage daily engineering support operations, ensuring customer support requests are resolved within contractual KPIs and service level agreements.
• Serve as the technical escalation point for complex customer issues by providing hands-on troubleshooting, technical guidance, and timely resolution of critical system issues.
• Design, implement, and continuously improve engineering test procedures for the evaluation and failure analysis of defective customer-returned components.
• Monitor engineering performance through KPIs and drive continuous improvement initiatives focused on customer satisfaction, support responsiveness, and operational efficiency.
• Prepare and present regular status reports on engineering activities, customer escalations, project progress, and support metrics to Program Management and Service Leadership.
• Partner closely with Product Engineering, R&D, Quality, Manufacturing, and Field Service teams to resolve product issues and drive corrective actions.

Your qualifications

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Engineering, or a related technical discipline.
• 7+ years of engineering experience, including technical support, systems engineering, product engineering, or a related field.
• 3+ years of leadership experience managing technical or engineering teams.
• Experience in RF, communications and Network/IP
• Strong troubleshooting and root cause analysis skills involving complex hardware, software, and integrated systems.
• Experience developing engineering test plans, diagnostic procedures, and laboratory testing environments.
• Demonstrated ability to manage customer escalations and communicate effectively with both technical and executive stakeholders.
• Excellent leadership, coaching, and organizational skills with a focus on developing high-performing teams.
• Experience working in cross-functional environments with Engineering, Quality, Manufacturing, and Customer Support organizations.
• Strong analytical, problem-solving, and project management capabilities.
• Ability to travel throughout the United States, Canada, and Europe, up to 30%.
• Define laboratory requirements, test equipment, fixtures, and diagnostic tools necessary to support incoming inspection and engineering investigations.
• Establish standardized root cause analysis processes that improve troubleshooting efficiency, product quality, and overall service delivery.
• Collaborate closely with Business Partners, Program Management, Systems/Test Engineering, Quality, Manufacturing, and Field Service organizations to ensure successful execution of customer support activities.
• Lead the development and maintenance of technical documentation, troubleshooting guides, knowledge articles, and engineering procedures
• In order to be considered, candidates must reside in the U.S. and be a U.S. citizen or permanent resident able to obtain an interim or final suitability determination, subject to completion and favorable adjudication of the required background investigation.

Interested?