Technical Support Engineer Expert

Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~16,800 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.

Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

As Staff Technical Support Engineer, you will serve as a senior technical leader and domain expert within the global support organization. This role is designed for a highly experienced engineer with deep technical acumen and a strong track record of influencing support operations, engineering decisions, and customer satisfaction at scale.

You will take ownership of complex and high-impact technical challenges across our satellite navigation test and simulation platforms, often working directly with strategic customers and PNT’s engineering and product teams. Your role extends beyond case resolution to include technical mentoring, process innovation, and driving systemic improvements in product supportability and reliability.

Responsibilities

• Serve as the final point of escalation for complex and business-critical customer issues involving multi-layered software/hardware environments.
• Lead root cause investigations for difficult-to-reproduce or cross-domain issues, coordinating with Product, R&D, QA, and Field Engineering.
• Develop or contribute to diagnostic tools, automation frameworks, and technical resources to improve support efficiency and consistency.
• Own and lead post-incident reviews, ensuring technical resolution and clear communication of remediation strategies.
• Partner with key accounts to resolve long-term technical challenges and represent PNT in executive-level discussions on support and engineering escalations.
• Participate in customer success planning, contributing to architecture reviews, upgrade strategies, and proactive technical health assessments.
• Act as a trusted technical advisor during major escalations and transformation initiatives.
• Lead or contribute to the design and deployment of scalable support workflows, including automated log parsing, triage tooling, and observability pipelines.
• Identify trends in support data to drive systemic product or process improvements.
• Collaborate cross-functionally to evolve support readiness standards for new product releases or service offerings.
• Represent Technical Support in cross-functional initiatives including product design reviews.
• Collaborate closely with Engineering, Product Management, and Professional Services to ensure the customer voice is embedded in the product lifecycle.
• Contribute to PNT’s technical culture by promoting reliability, supportability, and customer-centric design in engineering practices.

Behaviours

• Technical thought leader with the ability to influence teams across product, engineering, and support.
• Highly autonomous, capable of making independent, high-impact decisions under pressure.
• Strong communicator, able to engage effectively with both executive stakeholders and technical peers.
• Committed to continuous improvement, knowledge sharing, and raising the quality of both product and service.
• Driven by customer success, operational excellence, and a passion for solving tough problems.

Qualifications

• Bachelor's or master's degree in engineering, Electronics, Computer Science, or a related technical field; or equivalent hands-on experience.
• Extensive experience (typically +8 years) in technical support, field engineering, or systems integration, ideally in RF, GNSS, networking, or test & measurement domains.
• Expert-level understanding of:

- Linux internals, system performance, and scripting (Bash, Python, etc.)

- RF test equipment and signal chains

- Networking protocols, diagnostics, and packet-level analysis (Wireshark, tcpdump, etc.)

• Demonstrated ability to lead technical investigations, influence engineering teams, and manage high-pressure escalations independently.
• Experience with support and engineering tools such as Salesforce, Jira, Git, and observability stacks.

Desirable Skills & Knowledge:

• Knowledge of GNSS simulation systems, timing/sync architectures, or satellite navigation protocols.
• Familiarity with DevOps, CI/CD, or site reliability engineering practices.
• Experience contributing to support tooling architecture or automation platforms.
• Certifications such as Linux+, RF/Satellite communications, AWS/GCP, or similar are a plus.

Careers Privacy Statement ***Keysight is an Equal Opportunity Employer.***

• Serve as the final point of escalation for complex and business-critical customer issues involving multi-layered software/hardware environments.
• Lead root cause investigations for difficult-to-reproduce or cross-domain issues, coordinating with Product, R&D, QA, and Field Engineering.
• Develop or contribute to diagnostic tools, automation frameworks, and technical resources to improve support efficiency and consistency.
• Own and lead post-incident reviews, ensuring technical resolution and clear communication of remediation strategies.
• Partner with key accounts to resolve long-term technical challenges and represent PNT in executive-level discussions on support and engineering escalations.
• Participate in customer success planning, contributing to architecture reviews, upgrade strategies, and proactive technical health assessments.
• Act as a trusted technical advisor during major escalations and transformation initiatives.
• Lead or contribute to the design and deployment of scalable support workflows, including automated log parsing, triage tooling, and observability pipelines.
• Identify trends in support data to drive systemic product or process improvements.
• Collaborate cross-functionally to evolve support readiness standards for new product releases or service offerings.
• Represent Technical Support in cross-functional initiatives including product design reviews.
• Collaborate closely with Engineering, Product Management, and Professional Services to ensure the customer voice is embedded in the product lifecycle.
• Contribute to PNT’s technical culture by promoting reliability, supportability, and customer-centric design in engineering practices.

Behaviours

• Technical thought leader with the ability to influence teams across product, engineering, and support.
• Highly autonomous, capable of making independent, high-impact decisions under pressure.
• Strong communicator, able to engage effectively with both executive stakeholders and technical peers.
• Committed to continuous improvement, knowledge sharing, and raising the quality of both product and service.
• Driven by customer success, operational excellence, and a passion for solving tough problems.
• Bachelor's or master's degree in engineering, Electronics, Computer Science, or a related technical field; or equivalent hands-on experience.
• Extensive experience (typically +8 years) in technical support, field engineering, or systems integration, ideally in RF, GNSS, networking, or test & measurement domains.
• Expert-level understanding of:

- Linux internals, system performance, and scripting (Bash, Python, etc.)

- RF test equipment and signal chains

- Networking protocols, diagnostics, and packet-level analysis (Wireshark, tcpdump, etc.)

• Demonstrated ability to lead technical investigations, influence engineering teams, and manage high-pressure escalations independently.
• Experience with support and engineering tools such as Salesforce, Jira, Git, and observability stacks.

Desirable Skills & Knowledge:

• Knowledge of GNSS simulation systems, timing/sync architectures, or satellite navigation protocols.
• Familiarity with DevOps, CI/CD, or site reliability engineering practices.
• Experience contributing to support tooling architecture or automation platforms.
• Certifications such as Linux+, RF/Satellite communications, AWS/GCP, or similar are a plus.

Careers Privacy Statement ***Keysight is an Equal Opportunity Employer.***