Senior NOC Support Engineer

Kymeta

13d•$40 - $67•Onsite

About The Position

Kymeta is looking for a Senior Support Engineer for a new opportunity in our Network Operations Center. As a Network Operations Center (NOC) Support Engineer, you will be responsible for monitoring and maintaining Kymeta Broadband satellite and cellular global network and providing customer care service. Including Tier 1 and Tier 2 technical hardware and network support.

Requirements

Strong troubleshooting, analytical, and organizational skills with the ability to manage multiple priorities simultaneously in a fast-paced environment.
Ability to remotely support devices including, but not limited to, satellite modems, routers, switches, access points, laptops, PCs and servers with various operating systems (Windows, Linux, etc.)
Prior experience in the satellite communications industry is required, including hands-on experience with iDirect or Newtec technologies, Evolution and/or Velocity platforms.
This role requires the ability to obtain and maintain a U.S. Secret Clearance.
Strong attention to detail, particularly in documentation, ticket management, and configuration tasks.
Working knowledge of networking protocols and concepts including TCP/IP, VLANs, routing, and QoS.
Strong written and verbal communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences.
Demonstrated ability and willingness to learn new technologies and adapt to evolving product portfolios quickly.
Highly reliable and self-motivated, with a strong sense of personal accountability in a solo shift environment.
Proven ability to work autonomously and make sound decisions independently in a 24/7 operational environment.
Highly adaptable with the ability to thrive in an environment of changing priorities, emerging technologies, and evolving customer needs.

Nice To Haves

Familiarity with LEO services and experience in the cellular industry are a plus.
Experience with ticketing platforms such as Salesforce and Jira, as well as network monitoring and management tools are preferred
iDirect or GVF certification
CCNA or CompTIA Network+ or equivalent networking certification

Responsibilities

Provide Tier 1-3 support for all Kymeta products and GEO/LEO services, including hardware, software, and network-layer troubleshooting.
Manage trouble ticket queues, including escalations to internal departments or external providers, ensuring timely follow up and resolution in accordance with defined SLAs and escalation matrix
Serve as the first point of contact for inbound customer calls, providing prompt, professional, and technically accurate responses to service inquiries, outage reports, and support requests.
Document all work performed in ticketing system (Salesforce and Jira)
Proactively update customers on ticket status, outages, and planned maintenance windows
Liaise with satellite operators, teleport partners, and third-party providers during outages and service impacting events
Execute network restoration procedures during primary path outages on Kymeta-operated GEO networks and liaise with the relevant LEO satellite operator to facilitate LEO service restoration as required.
Operate independently with minimal supervision, demonstrating sound judgment and decision-making in a solo shift environment, while knowing when to escalate issues appropriately.
Coordinate and record new service activation including but not limited to operational parameters, testing, documentation and implementation
Support and perform earth station equipment configuration, maintenance, and troubleshooting as required.
Create, improve and peer review Knowledge Base articles, diagrams, processes, and training materials to document networks and products
Identify trends and anomalies in SLA performance and recommend corrective actions
Configure and maintain monitoring tools
Actively contributes to continuous process improvement initiatives, identifying operational gaps and recommending solutions to enhance NOC efficiency and service quality.
Provide support during standard and non-standard workdays or hours to support 24/7-365 coverage. May be required to cover shifts in the early morning, late night or weekends.
Participate in a 24/7 On-Call rotation, including response within defined on-call response time windows
Must be able to work Monday - Friday 04:00 pm- 12:30 am EST / 1:00 PM – 09:30 PM PST

Benefits

Medical Plans: A choice between two competitive options
Flexible Spending & Health Savings Accounts
Vision & Dental
Life/AD&D
Employee Assistance Program
401k
Paid Time Off
Flexible PTO and 12 paid holidays per year (for Exempt employees)
15 vacation days, 7 sick days and 12 paid holidays per year (for Nonexempt employees)
Annual target bonus of 10%
Stock options