Engineer, Customer Success

4 weeks ago


Singapore ST Engineering Full time

Responsibilities: Provide technical assistance (remotely and onsite) to ST Engineering iDirect's customers Identify, follow-up, resolve and document customer technical complaints with regular feedback to management and customer Handle TAC tickets and resolve customer technical complaints within stipulated TTR (Time to Resolve) SLA Execute and lead service interventions such as system upgrades, configuration changes and preventive maintenances Replicate customer problems in lab, escalate issues to engineering when engineering help is required either in debugging or problem has been reproduced in the lab Perform on-site or TAC-Remote network audit for customers Serve Premium or Strategic customer as a Technical Account Manager (TAM) Assist the team with escalations as and when required Assist customers in planned major network maintenances Update/handle tickets in ticketing system as per TAC handbook, respond to incoming emails, calls, and web requests from customer in a timely manner Participate in rotating shift duties to support 7x24x365 operations Deliver basic and advance training to iDirect customers Maintain and upgrade the training lab to the latest software release as and when required Provide feedback to the content developer on training material for continuous improvement Work with internal and external customers to make sure all requirements are met Able to travel in short notice when needed Requirements: Minimum bachelor's degree in Electrical/ Electronics/Telecommunications Engineering Minimum of 5 years working experience in SATCOM industry Working experience of IP Routing and Linux Working knowledge or practical experience with IP-based networks with a CCNA certification or equivalent Satellite access and Modem technologies Effective oral and written communication skills in English Position based in Singapore



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