Technical Support Engineer

As a Technical Support Engineer, you’ll become the trusted expert and strategic escalation point within our customer support organization, delivering advanced technical solutions and innovative problem‑solving for our cutting‑edge satellite navigation test and simulation systems. This role is perfect for driven professionals ready to elevate their technical expertise while directly impacting customer success and product excellence.

You’ll work both independently and collaboratively to analyse complex technical issues, replicate customer environments, and guide resolution efforts through root cause identification and corrective actions. With growing autonomy, you’ll contribute to knowledge creation, continuous improvement of support processes, and the enablement of junior engineers. This is an excellent role for a support professional ready to deepen their technical skill set and take on broader responsibilities within a collaborative engineering environment.

• Champion customer success by taking full ownership of complex hardware and software cases from escalation through resolution, delivering expertise and accountability at every stage.
• Leverage advanced diagnostic tools and cutting‑edge techniques to strategically isolate, reproduce, and resolve even the most complex technical challenges.
• Act as a strategic bridge between customers and engineering teams, translating real‑world challenges into high‑impact insights that directly shape product roadmaps and drive meaningful improvements.
• Lead and inspire junior support engineers through hands‑on mentorship, sharing best practices and developing the next generation of technical support talent.
• Contribute to the creation and improvement of technical documentation, FAQs, and internal troubleshooting guides.
• Perform or support remote and on‑site system installation, configuration, integration, and training.
• Expertly manage and track escalated cases using industry‑standard platforms like Salesforce and Jira, consistently exceeding SLAs and customer satisfaction targets.
• Support software and firmware deployments, including pre‑release testing and validation when required.
• Collaborate with cross‑functional teams (Engineering, Product, QA) to ensure customer issues are accurately captured and resolved.
• Join a global 24/7 support community, contributing to on‑call and after‑hours rotations that showcase your commitment to customer success across time zones.
• Awareness of and adherence to QEHS policies and procedures. e. Quality, Environment, H&S and IT Security policies

• Degree or equivalent qualification (e.g., BEng, BSc, HND) in Engineering, Electronics, Computer Science, or related technical field.
• Demonstrable experience in a technical support or customer‑facing engineering role, ideally in a high‑tech or test & measurement environment.
• Demonstrated experience with RF test equipment (e.g., spectrum analysers, power meters, oscilloscopes).
• Strong skills in problem analysis, root cause identification, and solution design in real‑world customer environments.
• Solid experience with support platforms such as Salesforce and issue tracking tools like Jira.
• Familiarity with Linux environments, including basic system administration, scripting, and debugging.
• Proficient in creating and maintaining technical documentation and providing structured feedback to development teams.

• Knowledge or hands‑on experience with GNSS (Global Navigation Satellite Systems) and positioning technologies.
• Experience working in cross‑functional teams or in a matrixed support engineering model.
• Exposure to networking and communication protocols, especially those related to timing, synchronization, or embedded systems.
• Experience with virtualization platforms (e.g., VMware, Hyper‑V) and remote troubleshooting techniques.
• Interest in or exposure to systems integration, automation, or scripting (e.g., Python, Bash).

• Takes bold initiative in tackling complex problems and champions solutions through to closure with minimal supervision, demonstrating true ownership and drive.
• Builds lasting customer relationships through genuine empathy, exceptional communication, and outstanding interpersonal presence in every interaction.
• Comfortable working under pressure and managing multiple open issues with varying priorities.
• Proactively shares knowledge and best practices to support team development.
• Demonstrates ownership and accountability, balancing short‑term resolution with long‑term customer success.
• Thrives in dynamic environments with a passion for continuous learning, eagerly expanding technical expertise and staying ahead of industry trends and product evolution.

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Keysight is an Equal Opportunity Employer.