We are looking for a highly motivated L2 Satellite Support Engineer to join our 24/7 operations team. Based in our brand new Alabama operations centre, you will be the first point of contact for customers, providing real-time technical support for ALL.SPACE terminals. You will diagnose and resolve issues, collaborate with satellite network operators and modem providers, and ensure seamless communication with customers. This role offers a dynamic, fast-paced environment where problem-solving skills and technical expertise will be essential. As we scale our global operations, flexibility to work shifts and occasional travel will be required to support customer needs.
Key Responsibilities
- Play a foundational role in establishing our 24/7 support team, helping to build ALL.SPACE’s operational support framework.
- Provide proactive and real-time technical support, ensuring prompt and clear communication with customers.
- Lead engagement with Satellite Network Operators and modem providers to troubleshoot and resolve complex technical issues.
- Adhere to and enhance IT Service Management (ITSM) processes such as Incident, Change, Release, and RMA management to uphold operational excellence.
- Develop and maintain knowledge base articles and operational procedures to improve efficiency and customer confidence.
- Support live demonstrations, conduct system health checks, and proactively identify and mitigate potential service disruptions.
- Support junior members of the team
- Bachelor’s degree in Telecommunications, Satellite Communications, Physics, Astrophysics, Electrical Engineering, Data Science, or other STEM-related fields, or equivalent military experience.
- Experience or strong understanding of GEO, MEO, and LEO satellite networks.
- Hands-on troubleshooting experience in a technical support or problem-solving environment, particularly with user terminals.
- Ability to work in a high-pressure, fast-paced setting, making timely and effective decisions.
- Strong communication and presentation skills, capable of engaging both technical and non-technical audiences.
- A proactive, solution-driven mindset, with a strong sense of urgency and initiative.
- A genuine interest in the space and satellite communications sector, with a desire to build a long-term career in the industry.
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