Product Support Engineer

COMPANY OVERVIEW:

Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

Satcom Direct offers a highly competitive benefits package. Our global headquarters offers an on-site gym staffed with personal trainers, a café, food trucks, social hour, and more. With an open vacation policy, employees have the flexibility to take time when they need it. SD is centrally located on the beautiful Space Coast in Viera, FL, which is one of the Top 50 Master-Planned Communities in the United States.

JOB SUMMARY:

Serves as a subject matter expert (SME) in SD Products and their integration capabilities. Maintain and coordinate both proactive and reactive plans for product support operations. Work closely with SD technical support as an escalation point of contact for complex product issues. Work closely with development and planning teams to define product enhancements and develop internal tools to be used for future development efforts. Create, maintain, and deliver training to various SD departments and teams relevant to their needs. Provides technical direction and support in all phases of the SD Product life cycle. Requires moderate travel for installation, AOG, training, and trade show support duty purposes.

ESSENTIAL DUTIES/RESPONSIBILITIES:

The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Once hired, 3 months of on-the-job training to become a subject matter expert in SD hardware products.
• Provide SME level support to the SD Customer Support team focusing on SD Plane Simple Antenna systems and Satcom Direct Router products.
• Troubleshoot RF and IP components of aeronautical SATCOM systems.
• Apply systems expertise toward integration, deployment, and support of aero SATCOM systems operating on multiple global satellite networks.
• Manage ticket queues of issues that are escalated to Product Support from Customer Support to efficiently find root cause and corrective action and to ensure each issue is documented.
• Coordinate with other members of Product Support to ensure 24/7 availability to support AOG issues and make educated decisions to RMA hardware if necessary.
• Be an active member of SD Hardware CCBs, providing insights and making decisions for product improvement that are aligned with overarching business goals.
• Develop, maintain, and execute User Acceptance Testing (UAT) for new SD Products and software releases. 
• Develop and maintain documentation for training, standard operating procedures, troubleshooting guides and internal tool reference guides for the business.
• Develop and maintain internal tools using many data sources from across the business to aid front line support personnel as well as other departments.
• Assist strategic OEM partners as a product support SME covering all relevant SD products and services.
• Provide on-site support to customers as needed.
• Performs other related duties as assigned.

QUALIFICATIONS AND EXPERIENCE:

Required qualifications and experience:

• Strong interpersonal communication and problem-solving skills.
• Satellite and terminal development industry knowledge preferred.
• Hands-on satellite communication or VSAT experience.
• Basic knowledge of VSAT RF link budgets and performance.
• Business aviation industry knowledge preferred.
• Proficiency in IP networking fundamentals.
• Ability to communicate technical issues and concepts equally to both skilled and unskilled individuals.