Satcom Specialist

About us:
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do:
The Satcom Specialist is a key member of Viasat’s Business Aviation Support team, which helps deliver and maintain Viasat’s best-in-class “Viasat In-Flight Connectivity (IFC)” services to our VIP Business Aviation customers. The Satcom Specialist is the center of all customer interaction in coordinating maintenance and technical concerns from customers on installed systems of the Viasat onboard In-Flight Connectivity solution from within our 24/7 customer support center group.

The day-to-day:
Additional responsibilities include:

- Contributing to shared knowledge, documentation, training of peers and other stakeholders.
- Lead over the air terminal software roll-out and coordination with internal and external engineering.
- Own all single terminal investigations and handle operations repeat and chronic issue programs.
- Provide source data for technical training departments.
- Work directly with our customers and globally distributed team to resolve issues related to in-flight wi-fi over SATCOM and retrieve and analyze system logs and using your in-depth SATCOM knowledge to root cause issues and make recommendations.
- This role requires working weekends on a night shift schedule
- Be the face of customer support for Business Aviation from within the Customer support center and the center of all support for that product by managing all open Business Aviation cases in our Salesforce ticketing system.
- Take responsibility for all current and ongoing business aviation support interactions to ensure constant customer contact.
- Participate with technical teams to diagnose, troubleshoot and repair any discrepancies related to the terminals in accordance with approved technical data.
- Facilitate meetings internal to Viasat and customer interfacing regarding updates on open tickets and path forward to closure.
- Provide remote assistance to support diagnostic checks on Viasat IFEC equipment installed on mobility operations customer vehicles.
- Generate metrics from historic analysis provided by maintenance control team.
- Utilize Splunk to determine predictive failures and trend common failures to provide. recommendations to development engineering.
- Manage operations repeat and chronic programs.
- Assist the Maintenance Control Supervisor with other lines of business as required such as Commercial Aviation, Maritime or other Viasat products.
- Perform other tasks as assigned by the Manager of Customer Support.

The critical nature of the work requires good judgment, initiative and specialized technical expertise to understand problems and develop recommended solutions. Experience with hardware and software elements involved in IP networking and satellite communications is required. Familiarity with UNIX/LINUX configuration, and ability to capture and interpret network traces is preferred.

What you'll need:

- Ability to work a flexible schedule in a 24x7 environment as needed to support round-the-clock operations.
- Flexibility to work on different shifts: days, afternoons, nights, weekends & public holidays.
- Ability to handle calls in a call center environment.
- A team player willing to assist junior team member in the CSC or fill in as necessary to other more junior positions as the business requires.
- Bachelor’s degree in a related technical discipline or equivalent experience.
- 5+ years’ experience in troubleshooting and triage of technical issues in a fast-paced environment, to support customers.
- 5+ years’ experience in Network Operations and Customer Support
- 3+years analyzing and trending operational data to gain efficiencies
- 3+ years working with satellite Ku or Ka band RF equipment, antennas, standard test equipment, and communications theory.
- 3+ years working in a Linux networking environment with log analysis.
- Proven Ability to provide on the job training related to Linux, Satcom and troubleshooting mobility terminals.
- Ability to assist customers with complex troubleshooting without instruction, using sound judgment to obtain results.
- Ability to travel domestically and internationally up to 20% of the time.

What will help you on the job:

- Experience/knowledge of Splunk.
- Experience or knowledge of Business Aviation Aircraft/Systems.