The Technical Support Engineer is responsible for the design, testing, documentation, and troubleshooting of KVH’s mobile connectivity solutions. This role supports both internal teams and external partners/customers by ensuring reliable product performance, delivering technical expertise, and maintaining network health.
Gain deep knowledge of KVH communication services, integrated routing capabilities, and related offerings.
Troubleshoot and resolve issues with KVH data products, both in-house and in the field.
Provide technical assistance to KVH partners and their customers, including mobile terminal hardware support.
Develop expertise in KVH’s network and terminal designs, deployment methods, and functionality.
Follow network operating procedures when collaborating with infrastructure partners.
Monitor network health, take corrective action, and maintain accurate system configuration and maintenance logs.
Deliver strong diagnostic and problem-resolution skills for customer incidents.
Utilize case management tools (e.g., Salesforce Service Cloud) to track and resolve customer issues.
Initiate field service plans for hardware failures when required.
Collaborate with KVH’s regional sales/service offices, global partners, and customers to ensure excellent service levels.
Associate degree in Computer Science, Information Systems, Network Management, or Engineering. Equivalent military or professional communications experience may substitute for degree.
3+ years’ experience in network management, field service, or technical support.
Proficiency in Microsoft Office; experience with Salesforce Service Cloud preferred.
Strong customer service, communication, and problem-solving skills.
Highly organized with strong attention to detail and accuracy.
Ability to work flexible shifts (days, evenings, nights, weekends) and travel occasionally as needed.
Must reside and be eligible to work in the Philippines.
