Customer Support & Implementation Engineer (Remote)


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Annapolis, MD

Job Description

As posted by the hiring company

Job Overview:

Date Posted:



United States of America


HMD31: Annapolis, MD 2551 Riva Road , Annapolis, MD, 21401-7435 USA

Collins Hermes™ messaging software is developed using the latest technologies and deployed on customer premises or in the AWS™ cloud based on our customer needs. Collins is looking for candidates to join the global technical support and implementation team to help realize the vision of capturing the connected airspace marketplace. This new team member will work closely with internal and external customers and stakeholders to support the creation, implementation, training and support of exceptional and innovative Hermes™ solutions.

Primary Responsibilities:

  • Implement and configure software solutions against customer requirements on-premise or in the cloud

  • Troubleshoot and resolve issues surrounding installation, usage, upgrade and training of products.

  • Provide technical troubleshooting support within a KPI tiered support structure

  • Work closely with customers and key stakeholders to understand business and product needs.

  • Support user acceptance testing when required.

  • Support customer training either onsite at Collins training offices or onsite at customer premises.

  • Assist in documenting business and product processes to ensure compliance with process and quality

  • Create requirements/user stories and effectively communicate these to the development team verbally and/or visually within user stories.

  • Regularly refine and prioritize user stories/requirements based on changing business needs.

  • As a team member of a 24x7 service organization being able to provide after hours support system recovery and troubleshooting on a rotational basis.

  • 10% International travel is required.

Basic Qualifications:

  • Bachelor’s degree and 5 years of relevant experience OR

  • Advance degree and 3 years of relevant experience OR

  • In absence of a degree, 9 years of relevant experience is required

Preferred Qualifications:

  • Collaborative and proactive approach to working within a customer facing role and stakeholder management

  • Experience of and/or ability to provide technical support, implementation, deployment and configuration of software solutions

  • Knowledge of networks, databases, windows server and/or cloud solutions e.g. AWS

  • Willingness to provide training to stakeholders/customers in new and existing product functionality

  • Willingness to seek out, understand and communicate customer requirements effectively

  • Have an interest in the aviation industry

Employees who are working in Remote roles will work primarily offsite (from home). An employee may be expected to travel to the site location as needed.

Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world – and access to Collins sites when their work requires in-person meetings.

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

Our Connected Aviation Solutions team provides advanced information management systems, products and services that enable the connected ecosystem by bringing together Collins’ unique breadth of aviation, surface transportation and critical infrastructure products with our smart digital solutions to help us enhance every aspect of the end-to-end travel experience. We help airlines, airports, business aircraft and rail operators turn data into value to streamline operations, increase efficiency and reduce cost, enhance the passenger experience and contribute to sustainable flight. By combining the best networks, connectivity and data/analytics solutions, we’re solving big problems for our customers and the world, while enhancing the security and connectivity of systems both on and off the aircraft, to help operators and passengers stay more connected and informed and create a more sustainable, efficient, reliable and enjoyable travel experience. Aviation connects the world. Our Connected Aviation Solutions team connects aviation. Sustainably. Seamlessly. Securely.

Collins Aerospace Diversity & Inclusion Statement:

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.


Some of our competitive benefits package includes:

  • Medical, dental, and vision insurance
  • Three weeks of vacation for newly hired employees
  • Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
  • Tuition reimbursement program
  • Student Loan Repayment Program
  • Life insurance and disability coverage
  • Optional coverages you can buy: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
  • Birth, adoption, parental leave benefits
  • Ovia Health, fertility, and family planning
  • Adoption Assistance
  • Autism Benefit
  • Employee Assistance Plan, including up to 10 free counseling sessions
  • Healthy You Incentives, wellness rewards program
  • Doctor on Demand, virtual doctor visits
  • Bright Horizons, child and elder care services
  • Teladoc Medical Experts, second opinion program
  • And more!

Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.


  • Background check and drug screen required (every external new hire in the U.S.)
  • Drug Screen only performed on re-hires who have been gone for more than 1 year

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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