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Senior Customer Success Engineer

Overview

We are seeking an innovative, creative, and experienced  Senior Customer Success Engineer  who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. iDirect is dedicated to providing next generation solutions for broadband IP networking via satellite networks. As the leading innovators in this new space, our diverse and talented team of internet, satellite, and telecommunications professionals continues to break new ground and create significant opportunities for network operators, for service providers/ resellers, and for corporate networking professionals.

Responsibilities

As our Senior Customer Success Engineer, you will:

  • 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
  • ContributeTo Product Lifecycle Management by providing input for Products improvement via continuous interaction with Systems EngineeringAnd 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
  • Qualifications

    As a prerequisite to become our Senior Customer Success Engineer, you:

  • Hold a degree in Electrical Engineering or Computer Science with emphasis in telecommunication systems preferred
  • Posses knowledge or practical experience withIP-based networks with a CCNA certification or equivalent experience with switch & router configuration and tooling e.g. WiresharkOSI model and protocols: HTTP, UDP, TCP, ICMP, IP, MACSatellite 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 withGound satellite systemsHigh data rate satellite modemsThe ITIL service delivery process; service desk (incident, change & problem management) and SLA & KPI reportingRF field experience with VSAT installation, activation (line-up) and troubleshootingVirtualization frameworks based in OpenStack like Windriver or VMware
  • Are experienced inLinux CLI and scripting languages e.g. Bash, PythonClass room training and practical demonstrationDesigning and implementing system level proceduresTechnical 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)
  • Senior Customer Success Engineer

    ST Engineering iDirect, Sint-Niklaas
    Type contract: 
    Thuiswerk, Junior
    Opleidingsniveau: 
    Master
    Carriereniveau: 
    Senior