Technical Support Account Engineer

• Advocate and evangelize Meinberg synchronization technology to defense industry customers at tradeshows, 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., The Santa Rosa SW team concentrates on solutions for the power grid and management solutions in general. Meinberg synchronization devices are used in the power grid in more than 80 countries worldwide. With the move to green energy, power generation is becoming more and more distributed, and power flows are more dynamic, requiring accurate and coordinated measurements. As a result, substations are being digitized, requiring precise and complex timing technology, including IRIG, NTP, IEEE-1588 PTP, PRP/HSR, and IEC 61850, and the need for time synchronization is growing consistently. Your Role You will own and build our local software testing and quality strategy, working closely with developers and system engineers to ensure our products meet the highest reliability standards required in power grid environments and you will support the HQ testing team to enable them testing the components developed in Santa Rosa., * Design and implement automated test frameworks for our software components and systems

• Develop system, integration and unit test SW
• Build and maintain CI/CD pipelines for automated testing
• Collaborate closely with HQ teams to improve testability and quality and support them in their system testing efforts
• Analyze complex system behavior and identify edge cases and failure modes
• Contribute to improving our development and release process, 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) The Technical Support Team is responsible for helping customers install/configure their systems and diagnose/resolve technical issues. Additional responsibilities include 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, track upgrade schedules, coordinate support availability, and assist in contract & lifecycle management. Administrative Collaboration Coordinating with internal Support, Engineering, Sales, Development, and Operation teams to resolve issues and implement fixes while keeping customers/clients informed. Policy/Procedure/Workflow Documentation Tracking and documenting actions for internal and client communication. Drafting needed policies and procedures for new and existing duties in the scope of the role. Training & Pre-Sales Technical Support In addition to post-sales support, Technical Support collaborates with the Sales team by providing customer training through technical presentations and live demos for hardware and software products. Product ranges cover, but not limited to: LANTIME OS/MeinbergOS UI, NetSync Monitor, Meinberg PTP client, Oregano PTP stack, Meinberg Protocol Simulation, and PTP Track Hound.

• Must be a US Citizen
• Good customer engagement and communications skills, patient and diplomatic, service-oriented
• Strong understanding of the defense industry - both technology and industry
• Strong understanding of computers and networking technology, including switches and routers and 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, * Proficiency in C/C++ and Python programming languages, data structures, algorithms, and computer science fundamentals
• Experience with test automation and modern testing approaches
• Familiarity with CI/CD tools
• Engineering mindset: You enjoy breaking systems and improving them
• Ability to work independently and take ownership in a small team
• Experience with version control using tools such as Git, testing tools and computer systems, build tools, and development processes
• Experience with project management and the according tools
• Strong communication skills, good team player
• Dependable and hard working
• Desire to contribute to a growing company and share the work and challenges, * Minimum three (3) years’ experience in an established Technical Support Specialist role and an additional two (2) years in a Technical Support Engineer role (or equivalent) in a business-to-business (B2B) environment
• Strong background in networking, including servers, switches, routers, TCP/IP, and Ethernet technologies/li>
• 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 with NTP, PTP, GPS, GNSS, and Time/Frequency synchronization solutions desirable
• Superior verbal and written communication skills a must; comfortable working cross-functionally with co-workers from other departments as well as directly with customers on a variety of Technical Support and Account Management requests
• Excellent attention to detail and documentation habits, able to proactively draft internal policies or procedures as needed

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Starting Pay: $110k - $130k per year
• Great Life/Work balance
• Excellent health insurance
• Dental and Vision insurance
• 401k
• Above average PTO, * Salary range: $100,000 - $125,000
• Great Life/Work balance
• Excellent health insurance
• Dental and Vision insurance
• 401k (Employer Match)
• Above average PTO plan

Meinberg is a world leader in network time synchronization. Our products are deployed in mission-critical applications around the world including power grids, stock exchanges and banks, live TV and radio programs, air traffic control systems, and hyper-scale data centers. Meinberg products provide time and frequency for hundreds of millions of mobile devices, computers, and communication networks.

In a world of growing complexity with distributed systems, time synchronization is key to accomplish the todays and tomorrow’s challenges of our valued customers. Meinberg is always at the edge of state-of-the-art synchronization technology to provide best value to your valued customers.

Meinberg is a German company, headquartered in Bad Pyrmont, Germany with a design center in Vienna, Austria. Propelled by our growth, Meinberg has recently established our US headquarters in Santa Rosa, California and is expanding quickly.

Meinberg USA is growing quickly and supports a wide variety of customers in several market segments including power grid, defense, broadcast/media, finance, datacenter, and telecom. Meinberg synchronization products are used extensively in broadcast and media industries, from content production to streaming networks, including at the world’s greatest sports events - the SuperBowl and the Olympics., As an investment in success, Meinberg will provide training in our business processes, network time synchronization technology, and Meinberg products. Technical training will include GPS, NTP (network time protocol), and PTP (IEEE-1588 precision time protocol), our complete product line, both hardware and software, and industry standards like PRP/HSR, IEC 61850, IRIG for power grids. These jobs offer you the opportunity to join a small and growing team and contribute to our growth as we establish our US headquarters. Meinberg USA has a fun, friendly, creative, and collaborative working environment with a high mix of exciting challenges, the opportunity to learn new skills, and the excitement of wearing many hats. Meinberg respects and encourages diversity. Meinberg is a world leader in network time synchronization. Our products are deployed in mission-critical applications around the world including power grids, stock exchanges and banks, live TV and radio programs, air traffic control systems, and hyper-scale data centers. Meinberg products provide time and frequency for hundreds of millions of mobile devices, computers, and communication networks.