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 Senior 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.

• 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 customer.
• Plan, design and contribute to commercial roll-out projects such as installations, acceptance tests and training.
• Lead service interventions such as system upgrades, configuration changes and preventive maintenances.
• Interface with other departments on product deficiencies, whilst acting as the customer’s liaison.
• Contribute to Product Lifecycle Management by providing input for Products improvement via continuous interaction with Systems Engineering.
• Issue technical bulletins, procedures and work methods in order to maintain and extend the STE iDirect product knowledge base.
• Assist in the validation, documentation and training of new products and software releases.
• Be part of rotating shift duties in support of 7x24x365 operations as part of the follow-the-sun support in collaboration with other offices collaboration.
• Participate actively in continuously improving STE iDirect’s operations.
• Assist with training junior engineers on the team.
• Participate into Customer Success practices by contributing to policies, procedures and planning activities.
• Analyze team performance to ensure all personnel are following the best practices established by the Customer Success.
• Handle Customer escalations and manage defusing situations with not satisfied customers.
• Contribute and lead company task forces to restore and resolve Customer Problems.
• Administer efficient working of infrastructure and assist to install an effective equipment base.

• Degree in Electrical Engineering or Computer Science with emphasis in telecommunication systems preferred
• 5+ years IP-based networks with a CCNA certification or equivalent experience with switch & router configuration and tooling e.g. Wireshark
• Practical experience with OSI model and protocols: HTTP, UDP, TCP, ICMP, IP, MAC
• 5+ year of experience with Linux CLI (CentOS) and scripting languages e.g. Bash, Python
• 5+ years satellite communications protocols such as DVB-S2, DVB-S2X, MF-TDMA, DVB-RCS, Mx-DMA
• 5+ years of experience working with ground satellite systems
• 5+ years of experience working with high data rate satellite modems
• Effective oral and written communication skills
• Ability to multitask and effectively manage time
• Professional verbal and written knowledge of English

 Desired skills and experience:

• 1+ year virtualization frameworks based in OpenStack like Windriver or VMware
  
• 3+ years of experience with the ITIL service delivery process; service desk (incident, change & problem management) and SLA & KPI reporting
• Field experience with VSAT installation, activation (line-up) and troubleshooting
• Field experience with antenna integration and Open AMIP protocol
• Experience in class room training and practical demonstration
• Extensive experience in designing and implementing system level procedures
• Extensive experience in technical writing to create training content, work procedures and acceptance test plans