Senior/Principal Professional Services Engineer

at  ST Engineering iDirect

Overview:
ST Engineering iDirect is a global leader in satellite communications (satcom) providing technology and solutions that enable its customers to expand their business, differentiate their services and optimize their satcom networks. Our business provides innovation focused on solving satellite’s most critical economic and technology challenges, and expands a shared commitment to shaping the future of how the world connects. With your talent and energy paired with our vision and technical leadership, the most fulfilling work of your career is waiting for you at ST Engineering iDirect…the sky is truly the limit!
The Senior/Principal Professional Services Engineer (PSE) works as a critical element of the ST Engineering iDirect Global Technical Services Team, in direct support of our global client base. This PSE position is primarily responsible for performing implementation professional services, delivery of training and provide other services not covered by standard support contracts. iDirect is looking for engineering talent willing to take on the challenging opportunity that this position presents.
The PSE will be required to travel in support of customer presentation delivery, installations, system upgrades, training delivery and other onsite activities. The role is technically demanding and will involve a period of training working with iDirect’s Global Technical Services Team. The PSE will also be required to provide technical education to clients that use our technology.

Responsibilities:

• Perform implementation professional services such as installations, upgrades and system migrations.
• Deliver client facing training courses in support of the iDirect The Academy.
• Work with account managers and SEs to provide Technical Account Management duties in assigned accounts
• Professional services will be delivered on-site at the customer locations or via remote managed services.
• Perform system testing and verification to meet established acceptance criteria.
• Manages customer support, issue escalation and tracks all activities in technical support ticketing system.
• Assist iDirect Customer Success Technical Assistant Center in identifying network faults using network management tools.
• Coordinate with the program management team and Customer Success TAC team to ensure technical services promised to customers through SOWs or add on support contracts can be delivered as specified.
• Provide input to Engineering for subsequent revisions of code and hardware.
• Provide support for testing and validation of new software and hardware releases in support of the product assurance team.
• Perform other duties as assigned, ie. as backend support engineer for Technical Assistant Center when available, etc.

Qualifications:

• BA/BS Telecommunications, Engineering, Computer Science or closely related field.
• 10 years’ experience in satellite communication, IP internetworking or related industry, preferably in the Technical Support /System Engineering function is required.
• Language skills - English is mandatory required and other additional language skills will definite be an asset.
• Strong verbal and written communication skills are a necessity.
• Previous working experience in and knowledge of iDirect Dialog, Velocity or Evolution line of products is preferred.
• Strong background in TCP/IP internetworking, general routing, layer-2 protocols, multicast, and LAN architecture.
• Good knowledge of RF/ Satellite communication technology and be able to use Spectrum Analyzers to diagnose RF issues
• Ability to independently troubleshoot and resolve, complex, and unique networks solution involving mixed media and protocols by using network protocol analyzers such as WireShark.
• Good working knowledge & experience of VMWare, KVM-based virtualization, and other server based OS/applications.
• Intermediate working knowledge on Unix/Linux, MySQL and PostgresSQL databases.
• Knowledge of open source software, such as Docker, Kubernetes and Kafka will definite be a good asset.
• Support global locations and iDirect strategic customers is required.
• Be self-motivated and a proactive thinker and planner.

• Perform implementation professional services such as installations, upgrades and system migrations.
• Deliver client facing training courses in support of the iDirect The Academy.
• Work with account managers and SEs to provide Technical Account Management duties in assigned accounts
• Professional services will be delivered on-site at the customer locations or via remote managed services.
• Perform system testing and verification to meet established acceptance criteria.
• Manages customer support, issue escalation and tracks all activities in technical support ticketing system.
• Assist iDirect Customer Success Technical Assistant Center in identifying network faults using network management tools.
• Coordinate with the program management team and Customer Success TAC team to ensure technical services promised to customers through SOWs or add on support contracts can be delivered as specified.
• Provide input to Engineering for subsequent revisions of code and hardware.
• Provide support for testing and validation of new software and hardware releases in support of the product assurance team.
• Perform other duties as assigned, ie. as backend support engineer for Technical Assistant Center when available, etc