Description

• Provide Tier 1-3 support for all Kymeta products and GEO/LEO services, including hardware, software, and network-layer troubleshooting.

• Manage trouble ticket queues, including escalations to internal departments or external providers, ensuring timely follow up and resolution in accordance with defined SLAs and escalation matrix
• Serve as the first point of contact for inbound customer calls, providing prompt, professional, and technically accurate responses to service inquiries, outage reports, and support requests.

• Document all work performed in ticketing system (Salesforce and Jira)
• Proactively update customers on ticket status, outages, and planned maintenance windows
• Liaise with satellite operators, teleport partners, and third-party providers during outages and service impacting events

• Execute network restoration procedures during primary path outages on Kymeta-operated GEO networks and liaise with the relevant LEO satellite operator to facilitate LEO service restoration as required.
• Operate independently with minimal supervision, demonstrating sound judgment and decision-making in a solo shift environment, while knowing when to escalate issues appropriately.

• Coordinate and record new service activation including but not limited to operational parameters, testing, documentation and implementation

• Support and perform earth station equipment configuration, maintenance, and troubleshooting as required.

• Create, improve and peer review Knowledge Base articles, diagrams, processes, and training materials to document networks and products

• Identify trends and anomalies in SLA performance and recommend corrective actions

• Configure and maintain monitoring tools

• Actively contributes to continuous process improvement initiatives, identifying operational gaps and recommending solutions to enhance NOC efficiency and service quality.

• Provide support during standard and non-standard workdays or hours to support 24/7-365 coverage. May be required to cover shifts in the early morning, late night or weekends.

• Participate in a 24/7 On-Call rotation, including response within defined on-call response time windows

• Must be able to work Monday - Friday 04:00 pm- 12:30 am EST / 1:00 PM – 09:30 PM PST

• Strong troubleshooting, analytical, and organizational skills with the ability to manage multiple priorities simultaneously in a fast-paced environment.

• Ability to remotely support devices including, but not limited to, satellite modems, routers, switches, access points, laptops, PCs and servers with various operating systems (Windows, Linux, etc.)

• Prior experience in the satellite communications industry is required, including hands-on experience with iDirect or Newtec technologies, Evolution and/or Velocity platforms. Familiarity with LEO services and experience in the cellular industry are a plus.
• This role requires the ability to obtain and maintain a U.S. Secret Clearance.

• Strong attention to detail, particularly in documentation, ticket management, and configuration tasks.

• Working knowledge of networking protocols and concepts including TCP/IP, VLANs, routing, and QoS.

• Experience with ticketing platforms such as Salesforce and Jira, as well as network monitoring and management tools are preferred

• Strong written and verbal communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences.

• Demonstrated ability and willingness to learn new technologies and adapt to evolving product portfolios quickly.

• Highly reliable and self-motivated, with a strong sense of personal accountability in a solo shift environment.

• Proven ability to work autonomously and make sound decisions independently in a 24/7 operational environment.

• Highly adaptable with the ability to thrive in an environment of changing priorities, emerging technologies, and evolving customer needs.

• Bachelor's degree in Telecommunications, Information Technology, Computer Science, Electrical Engineering, or a related field; or 5+ years of hands-on NOC experience or equivalent combination of education and experience.

• Medical Plans: A choice between two competitive options

• Flexible Spending & Health Savings Accounts

• Vision & Dental

• Life/AD&D

• Employee Assistance Program

• 401k

• Paid Time Off

• Exempt employees: Flexible PTO and 12 paid holidays per year

• Nonexempt employees: 15 vacation days, 7 sick days and 12 paid holidays per year