Customer Success Engineer II

The Opportunity

The Customer Success Engineer (CSE) is a hands-on solutions and integration role that connects the customer's mission, the NTS Solutions Architecture team, and the NTS Product and Software Development teams. The CSE builds, tests, validates, and demonstrates NexTech Solutions' products (COMPASS, MANTLE, Tactical Mission Networks) and helps customers adopt, renew, and expand them. This position supports Sales Directors with technical discovery, demonstrations, proofs-of-concept, and solution scoping.

The ideal candidate is comfortable adopting new technologies and methods, because NTS is pushing the bounds of what is technically possible. The technology changes day to day and can include routers, switches, SD-WAN, hypervisors, servers, smartphones, IoT devices, radios, and satellite terminals and modems.

A critical part of this role is turning proven installation steps into repeatable, documented automation workflows, including in containerized, Kubernetes-based environments that are foundational to modern command-and-control and ISR architectures (including platforms such as Anduril Lattice and Army Next Generation C2 ecosystems). The CSE must be able to deploy, configure, and troubleshoot COMPASS and tactical mission networks (TMN) in these environments so they perform reliably in complex, distributed systems.

Key Responsibilities (Principal Duties and Accountabilities *Essential Functions)

• Work hand in hand with the Solutions Architecture team to build, test, validate, and present technical solutions to customers
• Serve as the technical bridge between engineers who understand the mission, equipment, and software and the NTS in-house software development team
• Research and master conventional installation methods for a wide range of technologies, then turn them into automation workflows
• Assist the software development team with integrating hardware and software into automation platforms
• Integrate products into systems-of-systems environments, including ISR platforms, TAK ecosystems, and tactical networks
• Review new technologies, hardware, and OEM solutions and provide recommendations to the Solutions Architecture team
• Troubleshoot issues across networking, compute, containerized services, and data flows, including in degraded (DDIL) environments

Customer Success & Pre-Sales Support (~40%)

• Partner with Sales Directors (COMPASS and MANTLE) o discover customer technical requirements, run demonstrations and proofs-of-concept, and scope solutions
• Understand customer goals and operational and technical requirements, then shape strategies and real-world use cases that meet them
• Support renewals and expansion efforts by ensuring customers are successfully adopting and using COMPASS and MANTLE
• Deliver on-site subject matter expert services and hands-on training to prospective and existing customers, for both technical and non-technical users
• Translate customer requirements into practical configurations and deployment approaches

Kubernetes & Containerized Environment Integration (Required Capability)

• Deploy and integrate COMPASS within Kubernetes-based environments using operator-level tools and workflows
• Configure and troubleshoot:
  • Pods, services, and networking
  • Containerized application deployments
  • Data flows between COMPASS and other platform components
• Support integration into modern C2 and ISR ecosystems (e.g., Anduril Lattice, NGC2 architectures) where Kubernetes is the baseline
• Use tools such as kubectl, Helm, and container registries to deploy, validate, and troubleshoot systems
• Diagnose issues across:
  • Application layer (COMPASS/Mantle services)
  • Container orchestration layer (Kubernetes)
  • Underlying infrastructure and network

Documentation, Product Feedback & Continuous Improvement

• Document during development. Contribute to NTS configuration best practices and create thorough documentation for every solution
• Capture insights from customer engagements, proofs-of-concept, and test events to inform Product and Engineering roadmaps
• Develop and refine technical playbooks, best practices, and repeatable patterns that improve deployment scale and customer onboarding
• Maintain network and systems engineering proficiency and keep up with new trends in each field

Travel: 50% (primarily CONUS); Travel supports customer demonstrations, proofs-of-concept, test events, and occasional exercises. Most work is remote, alongside the Solutions Architecture, Product, and Sales teams.

• Fluency in English (written and spoken)
• Active Secret clearance (required on day one) with ability to obtain Top Secret clearance

Education

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field or equivalent practical experience in a customer-facing technical role

Required Skills, Experience & Abilities

• Minimum of 4 years of experience in systems engineering, solutions or sales engineering, systems integration, or a customer-facing technical role
• Extensive knowledge of networking, virtualization, and storage
• Kubernetes – hands-on experience working within Kubernetes-based environments including:
  • Deploying containerized applications
  • Using tools such as Helm, Kubectl, etc
  • Working understanding of core concepts (pods, services, networking, namespaces)
• Strong experience with:
  • IP networking concepts including routing, switching, subnetting, VLAN configuration, VPN integration, and network troubleshooting
  • Linux systems (deployment, administration, troubleshooting)
  • Supporting enterprise SaaS platforms
• Demonstrated ability to:
  • Logically think through technical problems and build software and hardware solutions with minimal oversight
  • Troubleshoot complex systems with incomplete or evolving information
  • Solve problems with ingenuity, creativity, and resourcefulness
• Experience translating technical capabilities into mission-relevant outcomes
• Excellent interpersonal, communication, and presentation skills (direct customer contact is required)
• Willingness to travel and support customer events
• Experience gathering customer feedback and influencing product roadmaps

Preferred Qualifications

• Federal or military experience, or extensive engineering or sales engineering experience (ISR, C2, or communications)
• 5+ years of engineering experience supporting enterprise networks and systems
• Experience with programming or scripting languages, such as Python, Java, or PowerShell, to build automation workflows
• Hands-on experience with SD-WAN, hypervisors, servers, mobile and IoT devices, radios, and satellite terminals and modems
• Experience integrating into Kubernetes-based mission platforms (e.g., Lattice, NGC2, or similar ecosystems)
• Experience supporting US military exercises, operational test events, and/or technology demonstrations
• Experience in supporting US military and/or Federal C2 systems, ISR workflows, and/or tactical communications networks
• Experience deploying, administering, and troubleshooting Team Awareness Kit (TAK) clients and servers
• Experience operating, configuring, or troubleshooting MANET (Mobile Ad Hoc Network) radios.
• Experience with full-motion video (FMV) transmission over tactical communication networks in support of ISR missions.
• Experience operating in DDIL environments
• Extensive experience and expertise in deploying, administering and troubleshooting Linux systems (Ubuntu, Red Hat, or similar), including command-line operations, networking configuration, script development, service management, and log analysis.
• Experience designing, supporting, operating, and/or troubleshooting tactical mission networks (TMNs)
• Experience supporting regulated or complex enterprise environments
• Familiarity with customer success metrics (adoption, health scores, churn risk)
• Strong verbal and written communication skills, especially with enterprise stakeholders
• Ability to explain complex technical concepts to both technical and non-technical audiences
• Comfortable leading customer meetings, workshops, and strategic business reviews
• Strong problem-solving skills and a proactive, customer-first mindset
• Positive attitude toward safety and following protocols

Physical Demands & Work Environment
The physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Occasional hands-on integration of hardware and equipment in labs, customer sites, test ranges, and government facilities.
• Ability to work extended hours during occasional customer test events or exercises.
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to travel up to 50% of the time, which may include extended periods of standing, walking, or navigating airports and government facilities.
• Combination of:
  • Remote work with the NTS Solutions Architecture, Product, and Sales teams
  • Customer sites, labs, test ranges, and government facilities for demonstrations, proofs-of-concept, and test events
• Requires:
  • Flexibility to work extended hours during occasional test events or exercises
  • Adaptability to changing technical and operational conditions
  • Frequent interaction with clients, executives, and officials in both in-person and virtual settings.
  • Travel (up to 50%) to customer sites, government facilities, and industry events.
  • Fast-paced, deadline-driven environment requiring adaptability and responsiveness.