Technical Support Engineer
Keysight Technologies · Paignton, ENG, GB
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About the role
As part of Spirent, a Keysight company, our Positioning Technologies business unit is where the world's leading companies turn when they need to accelerate their time-to-market for next-generation navigation and communication systems. In fact, every significant industry test in the last six years for devices deployed on land, at sea, in the air and in space, has used Spirent's test systems as the benchmark. We are continually recognized by customers, industry, press, and technology associations for our innovative thinking and our ground-breaking products. The navigation and communications market has untapped potential. The boundaries of how fast, far, and accurately voice and data can be transmitted have yet to be reached or even defined. Spirent solutions are paving the way for tomorrow's communications.
Spirent Positioning Technology designs, manufactures and supplies advanced satellite navigation test and simulation systems, many of which comprise radio frequency signal generators plus computer systems running complex application software; all designed in-house.
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As a Staff Technical Support Engineer at Spirent, 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 Spirent’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 Spirent 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 Spirent’s technical culture by promoting reliability, supportability, and customer-centric design in engineering practices.
- Awareness of and adherence to QEHS policies and procedures. e. Quality, Environment, H&S and IT Security policies
- Bachelor's or master's degree in engineering, Electronics, Computer Science, or a related technical field; or equivalent hands-on experience.
Experience
- 10+ years of experience in technical support, field engineering, or systems integration, ideally in RF, GNSS, networking, or test & measurement domains.
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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.
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.
Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***
Description sourced from the public Indeed listing — this role isn't indexed from the company's career page yet.
Skills
- JavaScript
- Python
- SQL
- Docker
- Kubernetes
- Jira
- Confluence
- Agile
- Scrum
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