Hiring: Technical Support Lead Company: Persistent Systems, LLC Location: New York, NY Job Posted Time: 2026-09-12 13:46:20 Employment Type: Contract / Remote Target Skills & Keywords : Jira, Product Management, R, Salesforce, Security Clearance About the job Experience: •2+ years of experience in technical support, product support, helpdesk, field support, or another customer-facing technical role •In-depth knowledge of IP networking, network configuration, and troubleshooting •Excellent written and verbal communication skills, including phone-based customer support •Demonstrated capacity to document issues clearly, manage multiple priorities, and follow through to resolution •Technical aptitude in IT, networking, communications systems, radio technology, or related fields Required Skills: •Provide technical support to customers and end users for Wave Relay products, including phone, email, and ticket-based support •Serve as a reliable backup and partner within the Technical Support function to ensure continuity of support coverage •Troubleshoot networking, hardware, software, and product configuration issues, and drive issues through 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 Qualifications: •Operational familiarity with Wave Relay products or similar networking and radio systems •Associate or bachelor’s degree in electrical engineering, computer engineering, computer science, information technology, or a related technical field, or equivalent practical experience •Demonstrated ability to identify process improvements and advocate for operational changes across internal teams •Demonstrated capacity to translate customer issues into actionable feedback for engineering and business operations teams •Customers receive responsive, professional, and technically credible support •Support coverage is more resilient and less dependent on temporary internal backfill •Documentation and knowledge resources become more useful and easier to maintain •Support tools and workflows improve over time through proactive ownership •The Technical Support function becomes more scalable, communicative, and forward-looking •Must be eligible to obtain a United States Security Clearance Compensation: •$120,000 - $151,000 / year •Flexible work environment (work from home / hybrid options) •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!