Senior Satellite Support Engineer - SDD009

About the position

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.

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