Senior Customer Success Engineer Job at ST Engineering iDirect
Overview:
ST Engineering iDirect continues to fuel its engineering growth and seeks an innovative, creative senior software engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. ST Engineering 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 and resellers, and for corporate networking professionals. Responsibilities:
As a global leader in IP-based satellite communications, we are the change agent, shaping the future of how the world connects. Our team is helping the world’s leading satellite operators and service providers capture the future through major innovation. The most fulfilling work of your career is waiting for you at ST Engineering iDirect…imagine your talent and energy paired with our vision and technical leadership: the sky is truly the limit!
ST Engineering iDirect continues to fuel its engineering growth and seeks an innovative, creative senior software engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. ST Engineering 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 and resellers, and for corporate networking professionals.
Performs all technical duties of Technical Services Engineer. Support Satellite IP network operations for iDirect Velocity customers, including Satellite RF, iDirect Pulse/Velocity product components: NMS, PP, Hub, and Terminals.
- Owns customer escalation. Engage with customers, TAC front-end, other internal teams like account, engineering, PLM, Sales to troubleshoot, recommend resolutions, provide customer update.
- Feeds customer needs and priority to internal engineering teams for continuous improvement of iDirect product
- Participates customer network planning, maintenance activities, and maintain high level of customer success.
- Identifies opportunities for improving the quality of services provided through better process, better documentation, and automation of repeat manual activities
- Performs network installation, configuration, upgrade
- Participates off-business hours On Call as needed
- Participates customer facing Velocity training program as needed
- Executes job responsibilities to produce high level of customer satisfaction in accordance with corporate and department goals
- Follows procedures and processes as described in TAC Handbook, and other internally defined processes
- Performs other duties as assigned
- Performs and drives typical tasks with limited support, mentor junior peers
Have strong technical knowledge and troubleshoot skills with multiple technologies such in telecommunication, Satellite, IT, Linux OS, DevOps, VMWare, Web, Web Service, Kubernetes, Kafka
- In depth understanding of or having great ability to learn Satellite IP network, RF technology, how to configure, operate, monitor and troubleshoot iDirect products – Pulse NMS, Velocity Hub, Terminal
- Able to perform common Linux system administration tasks, Linux based SW services monitoring, troubleshoot, and scripting using Shell Script, Python, Perl, Ansible
- Deep knowledge in IP networking, routing, protocols and equipment like TCP/IP, BGP, UDP, Cisco router, switch, TCP Dump, ipconfig, netstat, traceroute, speedtest
- Experience with common database, Cloud technologies, Virtualization, Web technology and applications, like PostgreSQL, Tokyo Cabinet, Gluster, Apache, NodeJS.
- Have integrated interpersonal and customer care skills.
- Able to explain complex information in simple, clear terms to a non-technical personnel.
- Task-oriented, open-minded, accurate records keeping skill
- Self-motivated, disciplined, analytical & ability to collaborate & work in cross-functional teams
Computer science, data communication, electrical engineering, or telecommunication degree holder is preferred
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