Technical Support Account Engineer

Technical Support Account Engineer (m/f/d)

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): helping customers install/configure their systems and diagnose/resolve technical issues; 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, tracking upgrade schedules, coordinating support availability, and assisting in contract & lifecycle management.
• Administrative
  
  Collaboration:
  
  coordinating with internal Support, Engineering, Sales, Development, and Operations teams to resolve issues and implement fixes while keeping customers informed.
• Policy/Procedure/Workflow Documentation: tracking and documenting actions for internal and client communication; drafting needed policies and procedures.
• Training & Pre‑Sales Technical Support: collaborating with Sales to provide customer training through technical presentations and live demos for hardware and software products.

Product ranges cover, but are not limited to: LANTIME OS/MeinbergOS UI, Net Sync Monitor, Meinberg PTP client, Oregano PTP stack, Meinberg Protocol Simulation, and PTP Track Hound.

Skills Required:

• Minimum 3 years’ experience in a Technical Support Specialist role and an additional 2 years in a Technical Support Engineer role (or equivalent) in a B2B environment.
• Strong background in networking, including servers, switches, routers, TCP/IP, and Ethernet technologies.
• 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 of NTP, PTP, GPS, GNSS, and Time/Frequency synchronization solutions desirable.
• Superior verbal and written communication skills; comfortable working cross‑functionally with other departments and directly with customers on Technical Support and Account Management requests.
• Excellent attention to detail and documentation habits; able to proactively draft internal policies or procedures.

What Meinberg offers:

• Salary range: $100,000 - $125,000
• Great work/life balance
• Excellent health insurance
• Dental and vision insurance
• 401k (Employer Match)
• Above average PTO plan

• Meinberg USA Inc., Santa Rosa, CA

Meinberg synchronization products are used extensively in defense applications. The Meinberg USA Defense Applications Engineer will lead our effort to support defense customers and grow our business in this market.

• Advocate and evangelize Meinberg synchronization technology to defense industry customers at trade shows, technical conferences, and webinars.
• Support customer needs for defense synchronization products through the sales process by explaining technology, proposing solutions, and supporting installations and configurations.
• Contribute to defining Meinberg USA’s defense market exploration strategy.
• Drive and develop strategic partnerships with vendors that help promote Meinberg products to end customers.
• Become an expert on defense synchronization needs, Meinberg products, industry standards, and competitive solutions and leverage this expertise into compelling collateral.
• Assist R&D by engaging with customers on new technology developments, including hardware, software, and cybersecurity recommendations.
• Drive roadmap and product definition for future Meinberg defense products.

Requirements:

• Must be a US Citizen.
• Good customer engagement and communications skills; patient, diplomatic, service‑oriented.
• Strong understanding of the defense industry—both technology and industry.
• Strong understanding of computers and networking technology, including switches, routers, TCP/IP, and Ethernet.
• Good high‑level understanding of software development and basic understanding of security protocols.
• Technical aptitude & attention to detail.
• Dependable and hard working.
• Desire to contribute to a growing company and share the work and challenges.
• Preferred:
  Knowledge of timing technology: GPS/GNSS, NTP, PTP.
• Preferred:
  Experience with time synchronization in a specific application in the defense industry.

• Meinberg USA Inc., Santa Rosa, CA