Customer Success Engineer

Overview

At ST Engineering iDirect, we’re reshaping the future of global connectivity. As a leader in satellite communications, our groundbreaking technology empowers customers to grow, innovate, and transform their networks. Here, your skills and passion meet our vision and expertise to create something extraordinary. If you're ready to tackle technology’s biggest challenges and redefine how the world connects, the most exciting chapter of your career awaits. With ST Engineering iDirect, the sky isn’t the limit—it’s just the beginning.

We are on search of a Customer Success Engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment.

Responsibilities

• Provide direct technical assistance (remotely and onsite) to STE 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.

• 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.

• 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.

• Assist with training junior application engineers on the team.

• Participate into Customer Success practices by contributing to policies, procedures and planning activities.

• Analyze team performance to ensure all personnel are following the best practices established by the Customer Success.

• Handle Customer escalations and manage defusing situations with not satisfied customers.

• Contribute and lead company task forces to restore and resolve Customer Problems.

• Administer efficient working of infrastructure and assist to install an effective equipment base.

Qualifications

Required skills and experience

• MSc/ BS 3+ in Electrical Engineering or Computer Science with emphasis in telecommunication systems.

• Knowledge or practical experience with IP-based networks with a CCNA certification or equivalent experience with switch & router configuration and tooling e.g. Wireshark.

• Knowledge or practical experience with OSI model and protocols: HTTP, UDP, TCP, ICMP, IP, MAC.

• Practical experience with Linux CLI and scripting languages e.g. Bash, Python.

• Effective oral and written communication skills.

• Ability to multitask and effectively manage time.

• Professional verbal and written knowledge of English.

Desired skills and experience

• Knowledge or experience in working with of satellite access technologies: SCPC, MCPC, MF-TDMA, MxDMA.

• 1+ years of experience working with ground satellite systems

• 1+ years of experience working with high data rate satellite modems

• 1+ years of experience with the ITIL service delivery process; service desk (incident, change & problem management) and SLA & KPI reporting.

• 1+ year RF field experience with VSAT installation, activation (line-up) and troubleshooting.

• 1+ year virtualization frameworks based in OpenStack like Windriver or VMware.

• Experience in class room trainingand practical demonstration.

• Experience in designing and implementing system level procedures.

• Experience in technical writing to create training content, work procedures and acceptance test plans.