Customer Success Engineer - Front End

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OverviewST 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!ResponsibilitiesMain Responsibilities

• Provide direct technical assistance (remotely and onsite) to ST Engineering iDirect’s customers
• Identify, follow-up, resolve and document customer technical complaints with regular feedback to management and customer
• Execute and lead service interventions such as system upgrades, configuration changes and preventive maintenances
• Interface with other departments on product deficiencies, whilst acting as the customer’s liaison
• Contribute
• To Product Lifecycle Management by providing input for Products improvement via continuous interaction with Systems Engineering
• And lead company task forces to restore and resolve Customer Problems
• Issue technical bulletins, procedures and work methods in order to maintain and extend the STE iDirect product knowledge base
• Assist in the validation, documentation and training of new products and software releases
• Be part of rotating shift duties in support of 7x24x365 operations as part of the follow-the-sun support in collaboration with other offices collaboration
• Participate actively in continuously improving STE iDirect’s operations
• Administer efficient working of infrastructure and assist to install an effective equipment base
• Drive and build internal knowledge

QualificationsYour profile and qualifications

• Hold a degree in Electrical Engineering or Computer Science with emphasis in telecommunication systems preferred
• Posses knowledge or practical experience with
• IP-based networks with a CCNA certification or equivalent experience with switch & router configuration and tooling e.g. Wireshark
• OSI model and protocols: HTTP, UDP, TCP, ICMP, IP, MAC
• Satellite access technologies: SCPC, MCPC, MF-TDMA, MxDMA
• Have effective oral and written communication skills in English
• Are able to multitask and effectively manage time
• Have 1+ years of experience working with
• Ground satellite systems
• High data rate satellite modems
• The ITIL service delivery process; service desk (incident, change & problem management) and SLA & KPI reporting
• RF field experience with VSAT installation, activation (line-up) and troubleshooting
• Virtualization frameworks based in OpenStack like Windriver or VMware
• Are experienced in
• Linux CLI and scripting languages e.g. Bash, Python
• Class room training and practical demonstration
• Designing and implementing system level procedures
• Technical writing to create training content, work procedures and acceptance test plans

What We OfferAs part of this role, you’ll work in a highly integrated, Global Team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working.The benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being.Here’s a Snapshot Of What We Offer

• You will be part of our Global Customer Success Team and be based in our European headquarters in Sint-Niklaas (Belgium)
• You will join an innovation and people driven high-tech industry leader
• You will be a member of a passionate global family with offices around the globe
• You ’ll be(come) a committed member of a professional, enthusiastic, collaborative, proactive and open team!
• You’ll take pride in enabling internet connectivity to the world (from schoolchildren in remote areas to in-flight Wi-Fi)

Join us and discover who we are and what we can offer you: https://www.youtube.com/watch?v=A9B5Mtij9LI