Customer Success Engineer

• 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
• Plan, design and contribute to commercial roll-out projects such as installations, acceptance tests and training
• 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

• 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

Once on board you will:

• Be part of our Customer Success team based in our European headquarters in Sint-Niklaas (Belgium)
• Be able to tailor our competitive compensation package to your specific transportation desires
• Join an innovation and people driven high-tech industry leader
• Be a member of a passionate global family that values openness and a can-do mentality
• Take pride in enabling internet connectivity to the world (from schoolchildren in remote areas to in-flight Wi-Fi)