{"id":1591424,"url":"https://alion.io/job/persistent-systems-technical-support-lead","title":"Technical Support Lead","company":{"id":2073156,"name":"Persistent Systems","domain":"persistentsystems.com","url":"https://alion.io/company/persistentsystems","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":151000,"currency":"USD","period":"year","gross":null,"usd_annual":151000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-10-01T16:22:57Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-04T00:21:04Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Description & Responsibilities\nPersistent Systems is seeking a Technical Support Lead to join our growing team in support of our Wave Relay product line. This role will lead the Technical Support function, providing direct customer support, maintaining support continuity, and helping improve the tools, documentation, and workflows that enable an excellent support experience. This is an ideal opportunity for a technically strong, customer-focused professional who wants to lead a growing team.\nPosition Responsibilities\nProvide technical support to customers and end users for Wave Relay products, including phone, email, and ticket-based support\nServe as a reliable backup and partner within the Technical Support function to ensure continuity of support coverage\nTroubleshoot networking, hardware, software, and product configuration issues, and drive issues through resolution or escalation\nConduct testing and validation on new and existing products, features, and software builds\nBuild, maintain, and improve product documentation, troubleshooting guides, and support knowledgebase content\nMonitor and manage ticket queues, document issues thoroughly, and ensure timely follow-up with customers and internal stakeholders\nIdentify recurring issues, support trends, and workflow gaps, and recommend improvements to support platforms, processes, and escalation paths\nPartner cross-functionally with Engineering, IT, Operations, Product Management, and other internal teams to improve support effectiveness and customer outcomes\nCommunicate technical concepts clearly to both technical and non-technical audiences\nContribute to support readiness by improving internal documentation, repeatable processes, and coverage planning\nJob Qualifications & Experience\nMinimum Qualifications\n2+ years of experience in technical support, product support, helpdesk, field support, or another customer-facing technical role\nStrong understanding of IP networking, network configuration, and troubleshooting\nExperience supporting hardware and software products in a remote troubleshooting or helpdesk environment\nExcellent written and verbal communication skills, including phone-based customer support\nAbility to document issues clearly, manage multiple priorities, and follow through to resolution\nExperience with ticketing, CRM, or support platforms such as Salesforce, Jira, Microsoft or similar systems\nTechnical aptitude in IT, networking, communications systems, radio technology, or related fields\nMust be eligible to obtain a United States Security Clearance\nPreferred Qualifications\nExperience supporting wireless communications, RF systems, MANET technologies, or tactical communications products\nFamiliarity with Wave Relay products or similar networking and radio systems\nAssociate or bachelor’s degree in electrical engineering, computer engineering, computer science, information technology, or a related technical field, or equivalent practical experience\nExperience creating technical documentation, knowledgebase content, or training materials\nExperience working directly with customers in high-pressure support environments\nDemonstrated ability to identify process improvements and advocate for operational changes across internal teams\nExperience conducting structured products or regression testing\nAbility to translate customer issues into actionable feedback for engineering and business operations teams\nWhat Success Looks Like\nCustomers receive responsive, professional, and technically credible support\nSupport coverage is more resilient and less dependent on temporary internal backfill\nDocumentation and knowledge resources become more useful and easier to maintain\nSupport tools and workflows improve over time through proactive ownership\nThe Technical Support function becomes more scalable, communicative, and forward-looking\nThe base pay for this role can vary from $120,000 to $151,000 a year based on the selected individual's education and experience. Persistent Systems, LLC offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance; paid time off; flexible spending accounts; 401(k) plan with company match; fitness membership reimbursement; tuition assistance; mental health benefits; and veterinary benefits. We will accept applications on a rolling basis until the role is filled.\nCompany Overview\nHeadquartered 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.","description_format":"text","description_chars":5045,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Military","Drones & UAVs"],"lifecycle":[{"event":"open","at":"2026-10-01T16:22:57Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 402 · green card filings: 74","filings_12m":402,"filings_prev_12m":515,"green_card_filings_12m":74,"median_offered_wage_usd":122279,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":38,"reasons":["conf:23","velocity","win:early"],"computed_at":"2026-10-03T05:45:00Z"},"pay":{"stated_usd_annual":151000,"is_top_pay":true},"html_url":"https://alion.io/job/persistent-systems-technical-support-lead","json_url":"https://alion.io/job/persistent-systems-technical-support-lead.json","meta":{"generated_at":"2026-10-04T02:36:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3772,"day_limit":5000,"remaining_today":1228,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}