Customer Success Engineer

Job title:

Customer Success Engineer

Company:

ST Engineering iDirect

Job description

Overview:ST Engineering iDirect is a global leader in satellite communications (satcom) providing technology and solutions that enable its customers to expand their business, differentiate their services and optimize their satcom networks. Our business provides innovation focused on solving satellite’s most critical economic and technology challenges and expands a shared commitment to shaping the future of how the world connects. With your talent and energy paired with our vision and technical leadership, the most fulfilling work of your career is waiting for you at ST Engineering iDirect…the sky is truly the limit!We are seeking an innovative, creative, and experienced Customer Success Engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. iDirect is dedicated to providing next generation solutions for broadband IP networking via satellite networks. As the leading innovators in this new space, our diverse and talented team of internet, satellite, and telecommunications professionals continues to break new ground and create significant opportunities for network operators, for service providers/ resellers, and for corporate networking professionals. Responsibilities:

• Provide direct technical assistance (remotely and onsite) to STE iDirect’s customers.
• Identify, follow-up, resolve, and document customer technical complaints with regular feedback to management and customers.
• Contribute to task forces to restore and resolve customer problems and escalations.

• Support project implementation such as installation, acceptance test, and training.
• Execute and lead service interventions such as system upgrades, configuration changes, and preventive maintenance.
• Interface with other departments on product deficiencies, whilst acting as the customer’s liaison.
• Contribute to Product Lifecycle Management by providing input for product improvement via continuous interaction with Systems Engineering.
• Contribute in creating technical bulletins, create procedures, and work methods to maintain and extend the STE iDirect product knowledge base.
• Assist in the validation, documentation, and training of new products and software releases.
• Participate in Customer Success practices by contributing to policies and procedures.
• Administer efficient working of infrastructure and assist in installing an effective equipment base.
• Participate actively in continuously improving STE iDirect’s operations.
• Participate in rotating shift duties in collaboration with other regional offices, work during local business hours from Tuesday to Saturday or Sunday to Thursday on an occasional basis to support 24/7/365 operations

Qualifications:

• Degree in Electrical Engineering or Computer Science with an emphasis in telecommunication systems preferred
• Knowledge or practical experience with IP-based networks with a CCNA certification or equivalent experience with switch & router configuration and tooling e.g. Wireshark.
• Knowledge or practical experience with OSI model and protocols: HTTP, UDP, TCP, ICMP, IP, MAC.
• Practical experience with Linux CLI and scripting languages e.g. Bash, Python.
• Effective oral and written communication skills.
• Ability to multitask and effectively manage time.
• Professional verbal and written knowledge of English.

Desired skills and experience

• Knowledge or experience in working with satellite access technologies: SCPC, MCPC, MF-TDMA, MxDMA.
• 1+ years of experience working with ground satellite systems.
• 1+ years of experience working with high datarate satellite modems.
• 1+ years of experience with the ITIL service delivery process; service desk (incident, change & problem management), and SLA & KPI reporting.
• 1+ year of RF field experience with VSAT installation, activation (line-up), and troubleshooting.
• 1+ year virtualization frameworks based in OpenStack like Windriver or VMware.
• Experience in training delivery (remote or classroom) and practical demonstration
• Experience in technical writing to create training content, work procedures, and acceptance test plans.

Expected salary

Location

Saint-Nicolas, Flandre-Orientale

Job date

Sun, 06 Oct 2024 05:51:52 GMT

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