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# Principal Customer Support Engineer - Mechanical Systems & Externals (Onsite)

- **Company:** Pratt & Whitney
- **Location:** East Hartford, CT, United States
- **Experience:** Expert
- **Salary:** $107,500.0 - $204,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Computerized Patient Record System, Hardware Design, Microsoft Office, Microsoft PowerPoint, Technical Data Management Systems
- **Published:** October 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f94872a032b7d1fd

## About the Role

Must be authorized to work in the U.S. without the company's immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position. The company will not seek an export authorization for this role., * Bachelor's degree in a Science, Technology, Engineering, or Mathematics (STEM) discipline and 8 years of relevant experience, or an Advanced Degree in a related field and 5 years of relevant experience., * Experience in commercial aerospace, aircraft engines, MRO, airline operations, or an aviation maintenance environment.

 * Experience with engine or aircraft maintenance documentation, including Engine Manuals (EM), Aircraft Maintenance Manuals (AMM), or component/inspection instructions.
 * Leading or coordinating Customer Part Returns (CPRs), Quality Notifications (QNs), AOG events, or other in-service hardware investigations.
 * Experience with technical writing and communicating complex engineering concepts to technical and non-technical audiences.
 * Experience with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.

## Description

Pratt & Whitney is seeking a Principal Customer Support Engineer - Mechanical Systems & Externals to support our Customer Service Technical organization to serve as a trusted technical partner to airline customers and engine overhaul facilities. In this high-impact role, you will apply your engineering expertise to solve complex in-service challenges, collaborate with world-class engineering and maintenance organizations, and deliver practical solutions that keep engines operating safely and reliably. You will work at the intersection of engineering, customers, and aircraft maintenance, partnering across disciplines to investigate hardware issues, resolve urgent service events, and translate engineering knowledge into solutions that directly impact our customers and the engines they operate.

What You Will Do:

 * Lead timely resolution of in-service engine events, hardware issues, AOGs, and overhaul work-stops by applying engineering expertise, coordinating cross-functional teams, and providing actionable technical recommendations to airline customers and MRO partners.
 * Drive hardware investigations and corrective actions for Customer Part Returns (CPRs) and Quality Notifications (QNs), coordinating with design, quality, manufacturing, and customer-facing organizations to identify root causes and implement effective solutions.
 * Develop and deliver accurate technical data and maintenance documentation for engine and module piece-part inspections, Engine Manuals (EM), Aircraft Maintenance Manuals (AMM), and related technical publications, ensuring content meets engineering and customer requirements.
 * Serve as a technical interface with airlines, MROs, Airbus, and internal engineering disciplines, providing clear guidance on hardware design, operation, maintenance, and service issues and coordinating closure of technical actions.
 * Partner with Technical Publications and cross-functional engineering organizations to identify publication gaps, establish technical direction, and ensure customer-impacting documentation issues are resolved accurately and within established timelines., Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as:
*
Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee's personal responsibility.

As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.