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About the Role
Persistent Systems is seeking a Technical Support Lead to provide direct customer support, maintain support continuity, and improve the tools, documentation, and workflows that enable an excellent support experience for the Wave Relay product line. This is an ideal opportunity for a technically strong, customer-focused professional who wants to lead a growing team.
Responsibilities
- Provide technical support to customers and end users for Wave Relay products via phone, email, and ticket.
- Serve as a backup within the Technical Support function to ensure continuity of support coverage.
- Troubleshoot networking, hardware, software, and product configuration issues, driving them to resolution or escalation.
- Conduct testing and validation on new and existing products, features, and software builds.
- Build, maintain, and improve product documentation, troubleshooting guides, and support knowledgebase content.
- Monitor and manage ticket queues, document issues thoroughly, and ensure timely follow-up with customers and internal stakeholders.
- Identify recurring issues, support trends, and workflow gaps, and recommend improvements to support platforms, processes, and escalation paths.
- Partner cross-functionally with Engineering, IT, Operations, Product Management, and other internal teams to improve support effectiveness and customer outcomes.
- Communicate technical concepts clearly to both technical and non-technical audiences.
- Contribute to support readiness by improving internal documentation, repeatable processes, and coverage planning.
Requirements
- 2+ years of experience in technical support, product support, helpdesk, field support, or another customer-facing technical role.
- Strong understanding of IP networking, network configuration, and troubleshooting.
- Experience supporting hardware and software products in a remote troubleshooting or helpdesk environment.
- Excellent written and verbal communication skills, including phone-based customer support.
- Ability to document issues clearly, manage multiple priorities, and follow through to resolution.
- Experience with ticketing, CRM, or support platforms such as Salesforce, Jira, Microsoft or similar systems.
- Technical aptitude in IT, networking, communications systems, radio technology, or related fields.
- Must be eligible to obtain a United States Security Clearance.
- Experience supporting wireless communications, RF systems, MANET technologies, or tactical communications products.
- Familiarity with Wave Relay products or similar networking and radio systems.
- Experience creating technical documentation, knowledgebase content, or training materials.
- Experience working directly with customers in high-pressure support environments.
- Demonstrated ability to identify process improvements and advocate for operational changes across internal teams.
- Experience conducting structured products or regression testing.
- Ability to translate customer issues into actionable feedback for engineering and business operations teams.
Skills
- IP networking
- Network configuration
- Troubleshooting
- Hardware support
- Software support
- Remote troubleshooting
- Helpdesk support
- Written communication
- Verbal communication
- Phone-based customer support
- Documentation
- Priority management
- Ticketing systems
- CRM systems
- Salesforce
- Jira
- Microsoft systems
- IT
- Networking
- Communications systems
- Radio technology
- Wireless communications
- RF systems
- MANET technologies
- Tactical communications
- Wave Relay products
- Technical documentation creation
- Knowledgebase content creation
- Training material creation
- Process improvement identification
- Product testing
- Regression testing
Location
- New York City
Work Type
- Full-time
Experience Level
- 2+ years of experience in technical support, product support, helpdesk, field support, or another customer-facing technical role.
Education Level
- Associate or bachelor’s degree in electrical engineering, computer engineering, computer science, information technology, or a related technical field, or equivalent practical experience.
Salary/Compensations
- $120,000 to $151,000
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Paid time off
- Flexible spending accounts
- 401(k) plan with company match
- Fitness membership reimbursement
- Tuition assistance
- Mental health benefits
- Veterinary benefits
About the Company
- Headquartered in New York City since 2007, Persistent Systems, LLC is a global communications technology company which develops, manufactures, and integrates a patented and secure Mobile Ad Hoc Networking (MANET) system: Wave Relay®. The company’s industry leading R&D team has designed wireless networking protocols to support their cutting-edge Wave Relay® system and technology. Wave Relay® is capable of running data, video, voice and other applications under the most difficult and unpredictable conditions. Their suite of products is field proven and utilized in Commercial, Military, Government, Industrial, Agriculture, Robotics, and Unmanned System markets.