Technical Support Account Engineer

Meinberg is a world leader in network time synchronization. Our products are deployed in mission-critical applications around the world including power grids,stock exchanges and banks, live TV and radio programs, air traffic control systems, and hyper-scale data centers. Meinberg products provide time and frequencyfor hundreds of millions of mobile devices, computers, and communication networks.

In a world of growing complexity with distributed systems, time synchronization is key to accomplish the todays and tomorrow’s challenges of our valued customers.

Meinberg is always at the edge of state-of-the-art synchronization technology to provide best value to your valued customers.

Meinberg is a German company, headquartered in Bad Pyrmont, Germany with a design center in Vienna, Austria. Propelled by our growth, Meinberg has recentlyestablished our US headquarters in Santa Rosa, California and is expanding quickly.

Meinberg USA is growing quickly and supports a wide variety of customers in several market segments including power grid,defense, broadcast/media, finance, datacenter, and telecom. Meinberg synchronization products are used extensively inbroadcast and media industries, from content production to streaming networks, including at the world’s greatest sportsevents – the Super Bowl and the Olympics.

To support Meinberg USA’s growth, we are expanding our Technical Support department and seeking to hire a Technical Support Account Engineer to join our team.

This role will require the experience of a seasoned Technical Support Engineer and the superior soft skills of a Support Account Engineer.

Customer Technical Support (primary responsibility)
The Technical Support Team is responsible for helping customers install/configure their systems and diagnose/resolve technical issues. Additional responsibilities include assembling, configuring, testing, and tracking demos/evaluation systems, and processing RMA repairs.

Technical Contact for Key Clients (secondary responsibility)
Combining in-depth, technical product support with account management. Coordinating with the Technical Support team to provide direct, specialized technical,troubleshooting, and escalation support for complex, high-priority accounts.

Proactive Maintenance
Reviewing client environments, track upgrade schedules, coordinate support availability, and assist in contract & lifecycle management.

Administrative Collaboration
Coordinating with internal Support, Engineering, Sales, Development, and Operation teams to resolve issues and implement fixes while keeping customers/clients informed.

Policy/Procedure/Workflow Documentation
Tracking and documenting actions for internal and client communication. Drafting needed policies and procedures for new and existing duties in the scope of the role.

Training & Pre-Sales Technical Support
In addition to post-sales support, Technical Support collaborates with the Sales team by providing customer training through technical presentations and live demos for hardware and software products.

Product ranges cover, but not limited to:
LANTIME OS/Meinberg

OS UI, Net Sync Monitor, Meinberg PTP client, Oregano PTP stack, Meinberg Protocol Simulation, and PTP Track Hound.

Skills Required:

• Minimum three (3) years' experience in an established Technical Support Specialist role and an additional two (2) years in a Technical Support Engineer role (or equivalent) in a business-to-business (B2B) environment
• Strong background in networking, including servers, switches, routers, TCP/IP, and Ethernet technologies/li>
• Power User-to-Expert knowledge range in Linux, Windows, and iOS/MacOS systems
• Extensive capabilities in computer hardware installation, system assembly, and troubleshooting
• Experience in workflow, issue-tracking, and business collaboration software (Jira, Confluence, Teams, Zoom, Slack, M365)
• Existing knowledge with NTP, PTP, GPS, GNSS, and Time/Frequency synchronization solutions desirable
• Superior verbal and written communication skills a must; comfortable working cross-functionally with co-workers from other departments as well as directly with customers on a variety of Technical…