Responsibilities

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.
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.

MSOC Product Support Engineer (US) at Chaos Industries · LumiJobs

MSOC Product Support Engineer (US)

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Chaos Industries

More roles at Chaos Industries