• Perform installations, service, and support visits at customer and dealer locations • Plan and deliver installation and technical training for dealerships • Handle customer support cases via email and phone in collaboration with the support team • Support warranty claim administration and process NCR (Non-Conformance Report) documentation • Collaborate across departments to ensure smooth information flow and execution • Contribute to a culture of continuous improvement and high customer satisfaction

Leidos is a Fortune 500™ company aimed at embracing and solving some of the world’s most pressing challenges. Through science and technology, Leidos makes the world safer, healthier and more efficient. Our Commercial & International Group offers an array of exciting career opportunities for the best IT, energy, logistics and engineering professionals. Driven by our talented workforce, the Security Enterprise Solutions (SES) is the cornerstone of Leidos’ comprehensive suite of fully integrated security detection and automation solutions for aviation, ports and borders, and critical infrastructure customers around the world, with more than 24,000 products deployed across 120 countries. Leidos is positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers. Leidos’ SES Operation, in conjunction with the TSA, also performs on-call, onsite installation servicing of X-Ray Detection Equipment using leading edge technology to ensure the safety of our clients, customer and passengers. The Security Enterprise Systems Operation is comprised of four divisions to align with our customers’ missions and needs: - Checkpoint - Hold Baggage - Ports & Borders - General Automation The Civil Group at Leidos currently has an opening for Technical Support Specialist to work Remote. This is an exciting opportunity to use your experience helping the TSA HBS and/or Checkpoint ILS program, other Government Entities along with many Commercial Customers. In this mission we help solve basic to complex technical issues on Explosive Trace Detection (ETD), Explosive Detections Systems (EDS) and Checkpoint Security Screening systems. Primary Responsibilities: - Primary Interface to Product Support - Escalation path from Field Service - Supports products in the Americas (North, Central and South America along with the Caribbean) - Second Level of Technical Support when US Senior FST Resources are exhausted - Provides Telephone & E-mail Technical Support to our internal and external customers. - Guides and Mentors Senior FSTs within the Americas to include OJT Sessions - Support Field Service Teams to help achieve SLA Requirements - Help drive continuous improvements to optimize system performance - Responsible for Critical Part reviews and approvals for spare part orders from Field Service. - Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or factory locations. - Performs Site/System Audits for Direct and CDR Locations within the Americas - Proactively provide inputs to Product Support for Documentation Updates and Equipment improvements. - Assesses Product/Equipment performance based on advanced diagnostic techniques, experience & support data. - Properly documents all troubleshooting recommendations/actions in our CRM System in a timely basis. - Ensures that tools and test equipment are properly maintained and calibrated. - Maintains clear and concise business communication proficiency, both oral and written. - Travel, overtime and work hours other than Monday-Friday are required. - Must be able to be a part of an On Call Support Rotation for after hours, weekend and holidays. - Work well with peers from various backgrounds to build effective work relationships. - May provide Operator and Technical Training to internal and external customers as required. - May travel to customer sites to resolve escalated technical issues up to 50% of the time. Basic Qualifications: - Current U.S. Citizen with valid U.S. Passport in hand by hire date. - AS degree or graduate of technical school or military training in electronics field or equivalent experience - 4+ years’ experience in field service environments - Must pass criminal background check, drug test and extensive credit check. - Physically able to get in narrow spaces, climb ladders / stairs, and carry 50+ lbs. without assistance. - Must have a valid U.S. Driver’s License with Real ID. - Excellent customer service skills required. - Computer networking knowledge. - Employment dependent on TSA eQIP Clearance and able to maintain this clearance while employed at Leidos. - Working knowledge of Trace ETD technology - Working knowledge of X-ray and/or CT technologies Preferred Qualifications: - Computer literacy; competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs. - Previous field electrical assembly experience - Software integration with electric/mechanical equipment. - Minimum of at least 2 years’ experience working on Leidos SES equipment. **Salary Range for this position: $70,000 to $100,000 ** If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares. Original Posting: March 22, 2026 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range: Pay Range $73,450.00 - $132,775.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Role Description - Serve as the primary escalation point for complex technical issues that require in-depth troubleshooting and resolution. - Provide advanced technical support while maintaining a customer-first approach—empathetic, accurate, compassionate, responsive, resourceful, and detail-oriented. - Conduct thorough investigations of escalated issues, replicating problems as needed and collaborating with internal teams for resolution. - Work closely with Engineering and Product teams to identify, document, and escalate bugs or system limitations. - Mentor and guide L1 Support Engineers, sharing knowledge and best practices to improve troubleshooting efficiency. - Continuously learn, master, and share technical knowledge. - Assist in creating and improving knowledge base documentation with solutions to recurring and newly discovered issues. - Perform testing and validate bug fixes from Engineering team. - Monitor and analyze support trends to proactively identify recurring issues and propose long-term solutions. - Ensure timely follow-ups and updates to customers on escalated cases, maintaining transparency throughout the resolution process. - Stay updated on product updates, system changes, and new features to enhance troubleshooting capabilities. - Perform other support-related tasks as assigned. Qualifications - 3+ years of technical support experience, with at least 1 year handling escalations or advanced troubleshooting in a SaaS or similar environment. - Strong background in customer service and technical problem-solving. - Proven ability to diagnose and troubleshoot complex SaaS applications. - Proficiency in using Zendesk or similar ticketing and chat support systems. - Solid understanding of HTML, JavaScript, CSS, and RESTful APIs. - Experience working with SaaS integrations and debugging API-related issues. - Familiarity with database queries (SQL) for troubleshooting (a plus). - Experience using Datadog or other logging platforms for log analysis (a plus). - Experience working with engineering teams to report and resolve product bugs. - Familiarity with HR systems (a plus). Benefits - Full time employees. - Competitive compensation. - Adherence to government-mandated benefits. - Retirement Savings Program with Company Matching. - Life Insurance. - HMO on day 1. - Paid time off, birthday leave. - Bonus and incentive plans. - Opportunities for skills training and personal and professional development. - Employee Referral Program.

• Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems • Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products • Learn and share the latest AI/ML technologies with the team across regions (China and the US).