Job Title: Field Technician Support Lead
Department: Customer support
Reports To: Senior Manager, Deployment and Integration
Revision Date: 5/31/2026
FLSA: Non-Exempt
Location: Broomfield, CO Preferred (Remote U.S. - Ok)
Level: S4
Rate of Pay: $38.46 - $48.07/Hr USD
Responsibilities:- Install 911 Call Handling Equipment at customer locations across North America.
- Train customers in system administration and usage.
- Provide on-site and remote troubleshooting for new and existing systems.
- Deliver accurate post-installation as-built documentation.
- Travel independently, often at short notice (primarily by air).
- Be available for extended travel periods of two to three weeks at a time.
- Install and configure hardware and software supporting 911 life-safety communications, including:
- Legacy 911 Telecommunication Networks
- Legacy Telephone Networks (POTS, T1, PRI)
- SIP-based Next Generation 911 Networks
- SIP-based Telephony Networks
- Install, configure, and troubleshoot network infrastructure (switches, routers, firewalls, and supporting equipment).
- Use both GUI and CLI interfaces for devices and servers/systems.
- Install and configure Windows Servers, Linux Servers, Windows Workstations, and proprietary systems.
- Conduct site surveys during the pre-installation phase to identify potential risks.
- Provide on-site training and support during installation and go-live phases.
- Perform system testing and customer acceptance processes.
- Complete installations with no open punch-list items.
- Deliver on-site and remote post-installation support as needed.
- Use issue-tracking and remote-support tools to ensure excellent customer support.
- Act as a customer-facing technical representative for issue reporting, bug tracking, and feature requests, coordinating with internal development teams as required.
- Collaborate regularly with Technical Project Leads and Project Managers, maintaining strong cross-team relationships.
- Provide technical and non-technical training to both customers and colleagues.
Requirements:- Ability to work independently, collaboratively in a team, behind the scenes, and directly with customers.
- Strong knowledge of LAN/WAN network protocols (L2, L3, VLANs, MPLS, VPLS, QoS).
- Proficiency with hardware/software including switches, routers, Windows, Linux, Wireshark.
- Cisco experience preferred (switches, routers, IOS).
- Strong understanding of firewalls, VPN protocols, SSL/TLS, sFTP, SMTP.
- Fortinet experience is highly desired.
- Knowledge of legacy telephony protocols (POTS, T1 CAS, PRI).
- Understanding of analog audio connections.
- Familiarity with SIP telephony and related protocols.
- Knowledge of legacy/IP PBXs, SBCs, B2BUAs, and proxies.
- Basic electronics skills, including multimeter use.
- Strong troubleshooting ability across legacy, VoIP, analog, and digital platforms.
- Knowledge of industry-standard installation practices.
- Adaptability to evolving equipment, operating environments, and customer requirements.
- Commitment to continual learning through training and peer collaboration.
- Proven ability to work independently without supervision.
- Clear English communication skills (French and other languages an asset).
- Strong problem-solving and interpersonal skills.
- Willingness to travel internationally (approx. 70% US, 20% Canada, 10% other).
- Professionalism, integrity, and customer-focused mindset.
- Ability to pass criminal background and consumer verification checks.
- Eligibility to apply for and maintain a corporate American Express card.
- Accountability for timely travel and expense reporting.
- Accurate bi-weekly timekeeping, allocated to specific projects.
- May be required to obtain and maintain a US DoD SECRET Clearance
- Must live near a major airport.
Education:- Formal Education in a field of study related to this position. 10+ years of Bonafide expert-level experience in the same industry and setting as position, in lieu of formal education requirement.
This position requires compliance with Comtech's Drug-Free Workplace Program. Candidates must successfully complete a pre-employment drug screening as a condition of hire. Employees may be subject to random, reasonable suspicion, and post-incident testing. Illegal drug use - including marijuana, regardless of state law - is disqualifying under federal adjudicative guidelines and DoD DFARS requirements.The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location. 
