Senior Customer Support Engineer

at  Iridium Satellite LLC

Company Overview:
Iridium is an award-winning and innovative satellite communications company with bragging rights to the only network that offers voice and data connectivity anywhere in the world. For over 20 years, Iridium’s unique network and services have supported critical communications needs for individuals, businesses, and the evolving Internet of Things.
At Iridium, we understand the importance of staying connected and the limitations of traditional communications networks. People across the globe, including first responders, humanitarians, global militaries, scientific researchers, and lone workers, as well as ships, aircraft and remote operations all rely on Iridium to stay connected. We take our responsibility for providing these essential communications very seriously and pride ourselves on offering a reliable lifeline when needed. Likewise, Iridium is committed to providing an exciting and innovative workplace, where employees are challenged to think outside the box and collaborate on new, bold ideas and solutions. Our talented teams are passionate about their work and the impact our company makes around the world. Iridium fosters an empowering and inclusive culture that allows employees to genuinely be their best selves. We are looking for others who want to join this truly unique company that celebrates our employees and provides the opportunity to truly make a difference in the world.
Position Summary, Job Requirements & Responsibilities:

WHAT WE’RE LOOKING FOR:

Are you a customer-focused problem solver with a passion for technology? We are seeking a highly motivated Customer Support Engineer to join our team. In this role, you will serve as a technical escalation point for customer care tickets, working autonomously, with our team, and with Service Partners to resolve complex issues. Additionally, you will play an integral role in the introduction of new products and participate in engineering discussions on future system enhancements and design changes to improve network availability and expand system functionality

• Working closely with the enginees in various roles to support their efforts to include read and write access for troubleshooting and handle basic requests to modify system configurations in an effort to drive down resolution times
• Work closely with the Customer Care, Network, Engineering, PLM and Service Delivery teams on conceptual ideas to new product and service launches
• Proactively identifying technical issues and raising them to the appropriate teams for network/system changes
• Participate in engineering discussion on future system enhancements and design changes to improve network availability and expand system functionality
• Create and maintain technical documentation, including user manuals, troubleshooting guides, and knowledge base articles
• Identify areas for process improvements, including automation for more efficient and timely support
• Analyze data and draw appropriate conclusions to make data-driven decisions
  Experience & Education Requirements / EEO: