Company: Ultra Intelligence & Communications

Command, Control, Intelligence & Encryption (C2I&E)

Provide Decision Advantage to Mission Partners Around the World

Join us in our mission to provide the world's military members with the latest, most customizable solutions and capabilities, enabling mission success anywhere around the globe. At Ultra Intelligence and Communications (I&C), we provide critical, tactical capabilities to enhance and accelerate decision-making in the most challenging environments. By joining us, you will experience unrivaled opportunities for growth and innovation and be a part of a dynamic and diverse team that pushes boundaries and drives meaningful change in intelligence and communications. 

Command, Control, Intelligence, and Encryption (C2I&E)

By joining our Command, Control, Intelligence, and Encryption (C2I&E) business, you will be a member of a team dedicated to providing innovative solutions that streamline the preparation and execution of intricate, mission-critical operations. We focus on enhancing situational awareness, tactical command and control, and seamless video data exchange capabilities within a dynamic, multi-domain environment.

Job Description

The Field Service Engineer provides technical support to Ultra Customers including but not limited to: Receiving and addressing customer inquiries by telephone, email, and in person to ensure proper repair, operation, configuration etc. on system hardware/software. Conduct technical training. Must be willing to travel. Travel will be a minimum of two three-month deployments a year (50%), or greater at times, both domestic and international. Active US Secret level security clearance is required.

The primary location for this position is Austin, TX; however, the role will require frequent travel.

Essential Functions:

• Customer Support: Provide technical assistance from the company's facilities via telephone helpline and email to resolve customer inquiries and complaints. Record customer help requests in a tracking and resolution system.
• On-site Support: Provide technical assistance at customer locations and prepare final reports upon task completion.
• Maintenance: Maintain proper repair and maintenance of test/training assets, installation standards, and documentation.
• Point of Contact: Act as the primary liaison between Ultra and the customer for troubleshooting and resolution of help requests. Coordinate with different groups within Ultra and follow up with customers regularly.
• Training: Conduct technical training sessions.
• Database Management: Maintain multiple databases, including call logs, trip reports, and failure reports.
• Reporting: Provide detailed reports from logging tools, update status, and attend status meetings with customers to discuss ongoing service calls.
• Quality Audits: Perform quality audits as needed.
• Software Management: Load and test software on systems prior to shipping.
• Additional Duties: Perform additional duties as assigned.

Required Skills & Qualifications:

• Active US Secret security clearance. Security Clearances are granted to US Citizens.
• Prior experience maintaining or operating Tactical Data Links (Link-16 highly desired).
• Prior experience with IT networking. (i.e., hardware installation).
• Proficiency with Linux and Windows Operating Systems.
• Must have Security + certification or be able to get within 12 months of hiring.
• ADSI, or equivalent, maintenance and/or operator experience
• Willingness to travel domestic and international.

Desired Qualifications:

• Self-starter with the ability to work independently and collaboratively.
• Strong communication and customer service skills.
• Experience with Tactical Data Links/Command and Control Systems.
• ADSI experience.
• Link 16 experience.
• Military background.

#IC

#LI-Hybrid

#LI-DA1

Notice

Due to the nature of the programs we deliver for our customers, candidates may need to obtain the relevant security clearance or handle export-controlled material as defined by the role's requirements.

Our Benefits

Every employee is critical to our success, and as such, we offer a range of flexible employee benefits, including:

• Annual Bonus - Annual Bonus – Performance Related
• Competitive Paid Time Off (PTO) package plus 11 company holidays
• Early finish on Friday
• 401K w/ company match
• Medical/Dent