Customer Support Technician II

Customer Support Technician II

We're looking for a Customer Support Technician II to join our growing team in Rochester, NY. This is a hybrid work environment.

Safran Electronics & Defense (SED) is an international company with 10,000 employees, built on proven expertise in technologies that underpin sovereignty. By combining human and artificial intelligence, we develop the products and services that empower aerospace and defense players to observe, decide and guide, all over the world. Safran Electronics & Defense also supports fellow Safran companies by sharing its state-of-the-art electronics skills and expertise.

Within Safran Electronics & Defense, our Timing & Synchronization division is the leader in R-PNT (Resilient Positioning, Navigation & Timing) solutions. We supply military and commercial industries worldwide with accurate timing technologies and equipment (Time Servers, Inertial Navigation System), as well as ultra-precise timing and frequency distribution for applications requiring a high degree of reliability and accuracy across IP time distribution standards.

In this way, we contribute to the performance of critical operations support. Whenever accuracy, safety, security and reliability are critical, the solutions of Safran Electronics & Defense leads the way.

The Position: Full-time Customer Support Technician II helping Safran Trusted 4D customers with installation/operation/troubleshooting network time servers, White Rabbit distribution devices, bus-level timing boards, and other Safran Trusted 4D equipment.

The Day to Day:

• Answer customer questions, diagnose problems, assist with software updates, understand requirements and devise solutions while providing excellent customer service
• Provide technical expertise directly to customers in support of post-sales activities working with high-speed networks, call and data centers, and complex systems
• Collaborate with outside customers, as well as the Safran Trusted 4D Engineering, Applications, Sales and Operations teams globally
• Provide technical expertise and demonstrations, upon request
• Provide technical education and documentation to customers, sales, partners and peers
• Provide field input to Product Management in terms of customer/application requirements, customer usability and service viewpoint
• Potential travel opportunities, domestically and/or internationally.

What you Bring to Safran:

• 3 to 7 years of experience in a direct customer-facing role.
• Minimum 3 years supporting customers with technical issues
• Training and operational experience with technical systems
• Team player who desires opportunity for growth.
• Technical knowledge in datacenters and networking- ethernet, routers and switches, servers, SNMP, fiber optics, etc.
• Experience with wireless communication systems- receivers, transmitters, RF propagation, modulation, etc.
• Knowledge of software systems, Linux, Windows, Python, software version control and testing
• Experience with CRM Systems, such as SalesForce, Zendesk and/or WhatsApp Gold.
• Strong customer facing skills, verbal and written.
• Ability to work independently and collaboratively with a cross-functional team.
• Strong oral and written communication skills to deliver detailed technical information.
• Experience handling difficult customer situations.
• Ability to listen, analyze and then act.

At Safran Electronics & Defense, you'll combine passion for your job with a quality work environment adapted to a good life balance. Benefit from a variety of opportunities to shape the career path that suits you: our leaders and technical experts are there to support you from your integration and career development, in the US, France and abroad.

Safran Trusted 4D, Inc is an equal opportunity employer who does not discriminate based on race, color, citizenship, religion, gender, sexual orientation, national origin, age, disability, veteran's status or any protected category. We encourage veterans and people with disabilities to apply.