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Customer Engineer

3 weeks ago

Kallang, Singapore Viasat, Inc. Full time

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 Customer Engineer helps automate the administration and monitoring of a network system; conducts tests for redundancy, resilience, and failover to ensure up-time standards are met. Operates company's complex high traffic, business critical site communications and/or network-based (cloud) product systems. Responsible for system performance; supports/troubleshoots network and VSAT issues and coordinates installation of such items as routers and switches with field personnel. Conducts tests of network redundancy, resilience, and failover of network elements to ensure up-time standards are fully achieved. May be required to provide on-call service coverage with other department employees. Manages and maintains optimum platform infrastructure performance, reliability, and security using continuous integration, continuous delivery (CI/CD) tools, processes, and designs. Implements services to automate monitoring activities and provide critical information to facilitate response and resolution of performance issues and incidents. Deploys standardized and scalable software tools to ensure that systems operate without interruption at optimum performance. Troubleshoots and analyzes service disruptions to determine the root cause of issues and develop solutions for improved reliability.

The day-to-day:
Daily Activities
- Troubleshoot and repair escalations from GEM Customer Support Center
- Escalate to Global Engineering when necessary
- Work with team members across the globe on processes, documentation, etc.

What you'll need:

- Technology experience required:

- Cisco Routing and switching
- IPSec/VPN/DMVPN/GRE
- Cisco Voip/CUCM/CME
- Cisco Wireless and Wireless Lan Controller (WLC)
- Routing protocols including RIP, IGRP, EIGRP, BGP, OSPF
- SD-WAN/Riverbed
- MPLS/VRF
- Wireshark/PCAP troubleshooting tools
- Some travel may be required at times
- Ability to reproduce and test issues in a lab environment when possible
- Ability to work directly with customers to resolve issues
- Ability to recognize and prioritize urgent issues
- Ability to work in a global environment supporting and collaborating with team members

What will help you on the job:

- VSAT and RF technology, Idirect/SCPC/Newtec
- Cisco ASA Firewall
- CCNA/CCNP Enterprise