Role Overview: The Mission Support Operation Center (MSOC) is the nerve center for every CHAOS system deployed worldwide. As the MSOC Product Support Engineer, you own the full support lifecycle for fielded systems, ensuring product and customer support around the globe.
You'll know each supported customer's mission, locations, and system configurations. You'll be the first to respond when something breaks, whether that's over SSH or on-site, and the last to sign off once the fix is verified. You don't just respond to failures: you watch fleet health in real time and catch issues before customers ever see them.
Responsibilities:- Serve as a first responder on a 24/7 on-call rotation: receive, triage, diagnose, and resolve incidents from customers and deployed CHAOS teams, spanning software, networking, and hardware, escalating to Engineering with complete diagnostic context when a fix is beyond MSOC's reach.
- Monitor real-time health, status, and telemetry of fielded systems worldwide; detect and resolve degradation proactively, and own the uptime and response-time metrics that define fleet reliability.
- Perform remote diagnostics on systems deployed worldwide (SSH, log analysis, telemetry review, guided customer troubleshooting), and deploy on-site when remote resolution isn't possible.
- Drive root cause corrective action (RCCA) across Mission, Engineering, and Manufacturing: lead investigations, run blameless post-incident reviews, and verify fixes before closing the loop.
- Maintain fluency in each supported customer's mission: operating locations, configurations, and threat sets.
- Author SOPs, runbooks, and known-issue documentation, and reduce toil through tooling and automation that shrink time-to-resolution fleet-wide.
Minimum Requirements:- Experience operating, supporting, or maintaining deployed or distributed systems in real-world environments, beyond a corporate IT or data center setting.
- Deep Linux and networking fluency: comfortable in the terminal, SSH'ing into remote systems, and debugging under time pressure.
- Hands-on experience integrating, maintaining, or repairing physical hardware or sensor systems.
- Proficiency in at least one scripting language (Python, Bash, or similar).
- Exceptional composure and communication under pressure; the calm, authoritative voice for customers during mission-impacting outages.
- Willingness to work a rotating 24/7 on-call schedule and travel to customer and test sites; eligibility to obtain a security clearance.
Preferred Requirements:- Background in defense, aerospace, or other 24/7 mission-critical environments (military operations, NOC/SOC, flight ops).
- Understanding of RF systems, SDRs, or radar technologies.
- Experience in field engineering or forward-deployed technical roles, including international customers or partner forces.
- Software development beyond scripting: tools, pipelines, or integrations.
- Familiarity with site reliability engineering practices (SLOs, observability, incident response), fleet telemetry, AI-assisted diagnostics, and enterprise ticketing/alerting workflows (Jira Service Management, PagerDuty, or similar).
Why CHAOS?- Health Benefits: Medical, dental, and vision benefits 100% paid for by the company
- Additional benefits: 401k (+ 50% company match up to 6% of pay), FSA, HSA, life insurance, and more
- Our Perks: Free daily lunch while you're working onsite, fully-stocked kitchen, unlimited PTO, casual dress code
- Compensation Components: Competitive base salaries, generous pre-IPO stock option grants, relocation assistance, and (coming soon!) annual bonuses
- Team Growth: 500+ employees and counting across 5 global offices
Salary Range: $118,000 - $181,000The stated compensation range reflects only the targeted base compensation range and excludes additional earnings such as bonus, equity, and benefits. If your compensation requirements fall outside of the range, we still encourage you to apply. The salary range for this role is an estimate based on a range of compensation factors, inclusive of base salary only. Actual salary offer may vary based on (but not limited to) work experience, education and/or training, critical skills, and/or business considerations.
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