Engineering Support Manager - Hybrid in Folsom, CA

NEC National Security Systems, Inc. is a trusted technology partner to the agencies and operators responsible for national security, public safety, and the future of travel. We support federal civilian and defense agencies, homeland security and border protection, state and local law enforcement, airports, airlines, aviation authorities, and the emergency management and smart city teams that keep communities safe.

Our work powers the systems behind secure borders, safer streets, and seamless air travel — helping organizations modernize identity verification, investigations, passenger processing, and critical infrastructure protection with confidence.

We are seeking a collaborative and detail-oriented Engineering Support Manager to join our team. The role is closely related to a Customer Success Manager role. The successful candidate will join a team of other Engineering Support Managers working closely with customers to ensure mission critical success.

• Build and sustain strong relationships with law enforcement customers following implementation, promoting customer satisfaction, loyalty, and the continued success of NEC biometrics products and systems.

• Serve as the primary customer point of contact and owner of the post-implementation relationship, proactively identifying customer needs, addressing concerns, and advocating for customer priorities with internal teams.

• Oversee service and support delivery, coordinating priorities, workflows, and resources to ensure timely responses, effective issue resolution, and compliance with service-level agreements (SLAs).

• Partner with customers, support teams, and internal stakeholders to resolve complex technical, service, and workflow issues, managing escalations and communicating progress through resolution.

• Collaborate with senior management and customers to develop and execute strategic account and system roadmaps aligned with customer needs and organizational goals.

• Prepare and deliver monthly customer reports and quarterly business reviews (QBRs), communicating service performance, system utilization, issues, and improvement priorities.

• Monitor team performance, key performance indicators (KPIs), SLA attainment, system utilization, and service trends to identify risks and opportunities to strengthen operational performance and customer outcomes.

• Partner with engineering, operations, quality, and other stakeholders to improve processes, support system sustainability, and contribute to the planning and execution of projects and system changes.

• Develop and maintain documentation, standards, and support procedures that promote service consistency, effective knowledge sharing, and efficient operations.

• Ensure engineering operations and support activities comply with internal policies, standards, and applicable regulatory requirements.

• Supervise a team of 1-5 employees.

• Perform other duties as assigned.

• Bachelor’s degree in Engineering, Cybersecurity, Operations, Business, or a related field, or equivalent experience.
• Experience managing or supervising a technical support, engineering support, or operations team.
• Strong problem-solving skills with the ability to analyze issues and recommend practical solutions.
• Excellent communication and collaboration skills across technical and non-technical audiences.
• Demonstrated ability to manage competing priorities in a fast-paced environment.
• Proficiency with common business and technical tools used for reporting, tracking, and documentation.
• Experience driving process improvements and supporting cross-functional initiatives.

• Background in biometrics, cybersecurity, product development, technical services, or a related engineering environment.
• Experience with customer…