Overview

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.

Key Responsibilities

• 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.

Qualifications

• 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.