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

As a SATCOM Specialist you will connect with Customers, Technical Account Managers, Quality Assurance, Materials management, and Maintenance providers to support the repair and maintenance of airborne and mobility satellite systems, participate with technical teams to diagnose, solve and repair any discrepancies related to the terminals in accordance with approved technical data and analyze system reliability and determine a course of action based on those findings. You will also provide remote assistance to support diagnostic checks on Viasat IFC equipment installed on customer terminals, coordinate new software roll out, testing and implementation to minimize impact to reliability, review terminal historical data and issue action plans based on data trends and team analysis. This will require you to generate metrics from historic analysis' provided by the customer support team, use Splunk to resolve predictive failures and trend common failures to provide recommendations to customer engineering and retrieve and analyze log files.

The day-to-day

• Designs and provides technical guidance for internal personnel analyzing and troubleshooting unscheduled maintenance on Viasat IFC system
• Communicate with aviation technical account managers, quality assurance, materials management, and customer maintenance as required to support the repair and maintenance process
• Participate with technical teams to diagnose, fix, and repair any discrepancies related to the terminals in accordance with approved technical data
• Analyze system reliability and determine a course of action based on those findings
• Provide remote assistance to support diagnostic checks on Viasat IFEC equipment installed on mobility operations customer vehicles
• Coordinate new software roll out, testing and implementation to minimize impact to reliability
• Review's terminal historical data and issues action plans as required based on data trends and team analysis.
• Manage cases, work requests and other objects in the Salesforce system
• Generate metrics from historic analysis provided by customer support team
• Use Splunk to determine predictive failures and trend common failures to provide recommendations to development engineering
• Retrieve and analyze log files in a linux environment
• Own software improvements and provide recommendation to engineering for corrective action
• Manage over the air terminal software roll-out and coordination with internal and external engineering
• Own all single terminal investigations
• Manage operations' repeat and chronic programs
• Provide source data for technical training department
• Assist with any customer service tasks in the CSC including customer support calls
• Perform other tasks as assigned by the Manager, Aviation Customer Support Center (CSC)

What you'll need

• 5+ years' experience in fixing and triage of technical issues in a fast paced environment, to support customers
• 5+ years' experience in Network Operations and/or Product Support
• 3+years analyzing and trending operational data to gain efficiencies
• 3+ years working with Ku or Ka band RF equipment, antennas, standard test equipment, and communications theory
• 3+ years working in a Linux networking environment with log analysis
• Demonstrable ability to provide on the job training related to Linux, Satcom a nd fixing mobility terminals
• Ability to work a flexible schedule in a 24x7 environment as needed to support round-the-clock operations
• Ability to assist customers with complex troubleshooting without instruction, using sound judgment to obtain results
• Ability to travel domestically and internationally up to 10% of the time

What will help you on the job

• Experience/knowledge of Splunk
• Experience with ticketing systems such as Salesforce or ServiceNow
• Bachelor's degree or equivalent experience in a related technical subject area
• Experience in the Airline/Commercial aviation industry with knowledge of the regulatory environment

EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.