The Customer Support Engineer will work directly with KRATOS
Customers and will be the first line of service to follow Customer
inquiries/requests submitted via phone, email, or trouble ticket.
Ensure a high level of Customer Service which brings Issues to
Resolution on a timely and efficient manner. This position is an
essential part of the Kratos Global Support group.
o Provide Technical Support to KRATOS Customers as part of the
Kratos Support team.
o Daily Interaction with Customers via telephone, Web Portal,
email, or VPN access to troubleshoot Customer issues.
o Clearly identifying customer reported issues and perform
initial assessment, gathering logs, configuration, and related
o Responsible for creating, updating, resolving customer
o Track and maintain constant communication with the customer
from the beginning to the end of any established case, issue, or
o Responsible for escalating tickets as needed.
o Provide periodic status on Customer related issues.
o Responsible for updating Customer system configuration
o Responsible for updating Support Knowledge Base and
o Responsible to ensure that the customer receives an adequate
level of service with each concern or request.
o Responsible for maintaining positive and loyal relationship
between Kratos and its customers.
o Assist with and lead software implementations for new
o Create troubleshooting playbook and helpful technical product
documents as needed.
Experience and Skills
Community College degree and/or three years of customer service
experience in a related field, or any equivalent combination of
training and experience.
Have a customer service attitude.
Excellent verbal and written communications skills.
Ability to follow and/or provide written and oral step-by-step
Ability to establish and maintain effective working
relationships with internal and external customers inside and
outside the work group.
Use discretion and independent judgment when interacting with
customers to provide assistance and advice as needed.
Database replication concepts.
Have excellent networking concepts.
Advanced knowledge of Microsoft Office-Suite (Word, PowerPoint,
Troubleshooting skills and techniques
Compass and Neuralstar expertise or similar- Preferred but not
M&C knowledge - Preferred but not required
VMWare/containers, Cloud services - Preferred but not
Knowledge of SQL Server
Knowledge of window server and windows clients.
The employee will likely be placed in an office. The work
environment characteristics are representative of those of an
employee encounters while preforming essential functions of the job
in a typical office/workstation situation. Able to work sitting or
standing at desk and operate a computer via standard input devices
such as using a keyboard and reading information on a monitor.