Product Support Engineer II (Customer Support) (Aerospace and Defense)

Location: Southern Pines, North Carolina, United States; office or hybrid environment, with occasional travel.

Benefits include a 401(k) with a 150% match up to 6%, medical, dental and vision plans, life insurance, three weeks of paid time off, and tuition reimbursement.

Company

hirify.global develops aerospace, national security, command and control, communications, ISR, force protection, and security solutions for government, commercial, and international customers.

What you will do

• Provide Tier I customer and technical support for software and tactical data link issues.
• Document, triage, escalate, and track support cases, bugs, and enhancement requests through resolution.
• Support customer meetings, gather requirements, and communicate customer needs to product and engineering teams.
• Validate product fixes before release and troubleshoot CRM, customer deliverable, and licensing issues.
• Maintain CRM data, software license records, knowledge base content, FAQs, documentation, and support metrics.
• Follow ITAR/EAR guidelines and authorized agreements and licenses, escalating export-control questions to the appropriate teams.

Requirements

• High school diploma or GED equivalent; a higher relevant degree may substitute for experience.
• At least two years of experience in technical support or engineering.
• Proficiency in troubleshooting and diagnostic techniques, product installation, and testing processes.
• Basic understanding of wireless networks, tactical communications, personal computers, and system-level maintenance of networks and communications systems.
• Strong communication and customer interface skills.
• U.S. citizenship is required, along with the ability to obtain and maintain a Top Secret U.S. Security Clearance.

Nice to have

• Experience with advanced prototypes, concept product development, or aerospace and defense standards.
• CompTIA A+ or another relevant technical certification.
• Knowledge of military operations, logistics, communications systems, sensors, RF, vehicle installation, and maintenance procedures.
• Ability to read schematics, use service manuals, follow test procedures, and apply logical troubleshooting techniques.
• Aerospace and defense, government, or U.S. military experience, including leadership experience.

Culture & Benefits

• Collaborative work with engineering teams and customers on mission-critical technologies.
• Medical, dental, and vision insurance.
• 401(k) with a 150% company match up to 6%.
• Life insurance, three weeks of paid time off, and tuition reimbursement.
• Occasional travel and work in an office or hybrid environment.