Field Technician Support Lead

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Install 911 Call Handling Equipment at customer sites throughout North America.

• Educate customers on system administration and usage.

• Offer both on-site and remote troubleshooting for new and existing systems.

• Provide precise post-installation as-built documentation.

• Travel autonomously, often on short notice (primarily by air).

• Be prepared for extended travel periods lasting two to three weeks.

• Install and configure hardware and software that support 911 life-safety communications, including: Legacy 911 Telecommunication Networks, Legacy Telephone Networks (POTS, T1, PRI), SIP-based Next Generation 911 Networks, and SIP-based Telephony Networks.

• Set up, configure, and troubleshoot network infrastructure (switches, routers, firewalls, and supporting equipment).

• Utilize both GUI and CLI interfaces for devices and servers/systems.

• Install and configure Windows Servers, Linux Servers, Windows Workstations, and proprietary systems.

• Conduct site surveys during the pre-installation phase to identify potential risks.

• Provide on-site training and support during the installation and go-live phases.

• Execute system testing and customer acceptance processes.

• Complete installations with no outstanding punch-list items.

• Offer on-site and remote post-installation support as needed.

• Use issue-tracking and remote-support tools to ensure outstanding customer service.

• Serve as a customer-facing technical representative for issue reporting, bug tracking, and feature requests, coordinating with internal development teams as necessary.

• Regularly collaborate with Technical Project Leads and Project Managers, fostering strong cross-team relationships.

• Provide both technical and non-technical training to customers and colleagues.

⛳️ Requirements

• Over 10 years of proven expert-level experience in the same industry and setting as this position, in lieu of formal educational requirements.

• In-depth knowledge of LAN/WAN network protocols (L2, L3, VLANs, MPLS, VPLS, QoS).

• Proficiency with hardware/software including switches, routers, Windows, Linux, and Wireshark.

• Cisco experience is preferred (switches, routers, IOS).

• Strong understanding of firewalls, VPN protocols, SSL/TLS, sFTP, SMTP.

• Fortinet experience is greatly desired.

• Familiarity with legacy telephony protocols (POTS, T1 CAS, PRI).

• Understanding of analog audio connections.

• Knowledge of SIP telephony and related protocols.

• Familiarity with legacy/IP PBXs, SBCs, B2BUAs, and proxies.

• Basic electronics skills, including the use of a multimeter.

• Strong troubleshooting skills across legacy, VoIP, analog, and digital platforms.

• Awareness of industry-standard installation practices.

• Ability to adapt to evolving equipment, operating environments, and customer needs.

• Commitment to continuous learning through training and collaboration with peers.

• Demonstrated ability to work independently without supervision.

• Proficient English communication skills (French and other languages are a plus).

• Strong problem-solving and interpersonal skills.

• Willingness to travel internationally (approximately 70% in the US, 20% in Canada, 10% elsewhere).

• Professionalism, integrity, and a customer-focused mindset.

• Ability to pass criminal background and consumer verification checks.

• Eligibility to apply for and maintain a corporate American Express card.

• Responsibility for timely travel and expense reporting.

• Accurate bi-weekly timekeeping allocated to specific projects.

• May be required to obtain and maintain a US DoD SECRET Clearance.

• Must reside near a major airport.

🏝️ Benefits

• Company Overview: Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world.

• Unique culture of innovation and employee empowerment unleashes a relentless passion for customer success.

• Multiple facilities located in technology corridors throughout the United States and around the world.