Provide leadership and technical support to SES customers, troubleshoot RF issues, ensure operational coverage, and mentor junior engineers. Requires technical proficiency in RF theory and experience with satellite communication equipment.
Senior Support Engineer (RF)
Role description summary
As a Senior Support Engineer RF, you will be a customer-focused professional that provides leadership and technical expertise in the support of SES customers and services. You are highly motivated, disciplined, dedicated to making a positive difference, obsessed with customer success, driven to provide an extraordinary customer experience, and willing to assist and help other team members reach their highest potential.
primary responsibilities / key result areas
competencies
Qualifications & Experience
Required
Preferred
"SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law."
Role description summary
As a Senior Support Engineer RF, you will be a customer-focused professional that provides leadership and technical expertise in the support of SES customers and services. You are highly motivated, disciplined, dedicated to making a positive difference, obsessed with customer success, driven to provide an extraordinary customer experience, and willing to assist and help other team members reach their highest potential.
primary responsibilities / key result areas
- 24x7 shift Availability (Shared responsibility): With the support of the support engineer RF, ensure 24/7 coverage for operational escalations and collaboration. Ensure all events are properly documented, escalated and reported. Additionally, handle day-to-day escalations. Initiate timely technical and management escalation as required.
- Customer Carrier Activation (Shared Responsibility): Engage professionally to activate customer RF carriers in accordance with established procedures, document key information requirements, and ensure a positive customer experience.
- Incident Creation (Shared Responsibility): Created Incidents for customer reported problems, alarms, or observed spectrum issues. Incidents will be clearly and properly documented with in our ticketing system.
- Communication Skill: Excellent written, verbal and electronic communications skills necessary to manage the high volume of telephone calls and email involving highly technical issues.
- Monitoring Skills: Monitor all satellite, ground and terrestrial network elements to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLA)
- Troubleshooting and Platform awareness: They lead the troubleshooting efforts for complex RF-related issues along with the platform team, should have knowledge of multiple platform (Gilat /HNS / iDirect / Comtech) conducting root cause analysis and implementing solutions to prevent recurring problems.
- Interference Mitigation: Senior RF Engineers identify and mitigate RF interference issues to maintain the integrity and reliability of wireless communication links.
- Cross-Functional Collaboration: Senior RF Engineers collaborate with other engineering teams, such as software, hardware, and network engineers, to ensure seamless integration of RF systems with overall product designs. Effective time management skills, takes initiative in the absence of direction and exercises independent judgment without constant supervision
- Documentation and Knowledge Sharing: Senior RF Engineers maintain detailed documentation of RF designs, test results, and troubleshooting procedures. They actively participate in knowledge sharing to foster continuous learning within the team.
- Mentoring and Training: They provide mentorship and training to junior RF engineers to develop their skills and knowledge in RF and Platform engineering.
competencies
- RF Theory and Technical Proficiency: Proficient in RF theory with hands-on experience using spectrum analyzers, digital signal processors, and RF equipment.
- Team Collaboration: Fosters teamwork and collaboration by ensuring effective communication with peers during shifts.
- Adaptability & Problem-Solving: Ability to quickly adapt to changing environments and resolve technical issues efficiently under pressure.
- Client-Focused Communication: Strong interpersonal skills with the ability to communicate effectively across cultures, ensuring customer satisfaction and understanding throughout interactions.
- Organizational Skills & Documentation: Highly organized with meticulous attention to detail, ensuring accurate documentation and prioritization of tasks in a dynamic, fast-paced environment.
- Analytical and problem-solving skills: - Able to think through problems to find solutions and able to extract crucial information from data and identify the most probable causes of the problem and develop workable solutions to problems.
- Teleport infrastructure knowledge: Understanding of Teleport Infra, various devices and its functionality. Able to diagnose the root cause and ultimately suggest the solution to customers based on their reported incident
- Eagerness to learn: -Ready to acquire new knowledge and development happening in Satcom. Displays urge to adopt new technologies, products / services and ideas. Focused on learning newer Satcom technologies like HTS/LEO/ MEO
Qualifications & Experience
Required
- Bachelor's degree in Telecommunications, Information Technology, or related field.
- 10+ years of technical support experience in satellite, wireless communications, or network operations environments
- Hands-on experience with spectrum analyzer, DSP, satellite communication equipment
- Knowledge of signal flow and RF theory
- Knowledge of satellite platform - Gilat / iDirect / HNS / Comtech etc.
- Ability to work a 24/7 rotational shift, providing operational support in fast-paced environments.
- ITIL Certification or demonstrated equivalent experience with incident and change management processes.
Preferred
- Juniper (JNCIS or JNCIP) or Cisco Certified Network Associate (CCNP) Certification
- Technical support experience in a networking operations environment
- GVF certification
- Proven experience in satellite broadcast, VSAT, or satellite teleport.
- Microsoft Applications Proficiency (Access, Excel, PowerPoint, Outlook, Visio, Word)
- Fundamental knowledge of Network Management Systems (Compass, Dataminer, EM7, HP OpenView, Nagios, Netcool, SATNMS, ZenOSS)
"SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law."
Top Skills
Digital Signal Processors
Microsoft Applications
Network Management Systems
Rf Theory
Satellite Communication Equipment
Spectrum Analyzers
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