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Senior Satellite Support Engineer - SDD009

We are looking for a highly motivated L2 Satellite Support Engineer to join our 24/7 operations team. Based in our brand new Alabama operations centre, you will be the first point of contact for customers, providing real-time technical support for ALL.SPACE terminals. You will diagnose and resolve issues, collaborate with satellite network operators and modem providers, and ensure seamless communication with customers. This role offers a dynamic, fast-paced environment where problem-solving skills and technical expertise will be essential. As we scale our global operations, flexibility to work shifts and occasional travel will be required to support customer needs.

Key Responsibilities

  • Play a foundational role in establishing our 24/7 support team, helping to build ALL.SPACE’s operational support framework.
  • Provide proactive and real-time technical support, ensuring prompt and clear communication with customers.
  • Lead engagement with Satellite Network Operators and modem providers to troubleshoot and resolve complex technical issues.
  • Adhere to and enhance IT Service Management (ITSM) processes such as Incident, Change, Release, and RMA management to uphold operational excellence.
  • Develop and maintain knowledge base articles and operational procedures to improve efficiency and customer confidence.
  • Support live demonstrations, conduct system health checks, and proactively identify and mitigate potential service disruptions.
  • Support junior members of the team
  • Bachelor’s degree in Telecommunications, Satellite Communications, Physics, Astrophysics, Electrical Engineering, Data Science, or other STEM-related fields, or equivalent military experience.
  • Experience or strong understanding of GEO, MEO, and LEO satellite networks.
  • Hands-on troubleshooting experience in a technical support or problem-solving environment, particularly with user terminals.
  • Ability to work in a high-pressure, fast-paced setting, making timely and effective decisions.
  • Strong communication and presentation skills, capable of engaging both technical and non-technical audiences.
  • A proactive, solution-driven mindset, with a strong sense of urgency and initiative.
  • A genuine interest in the space and satellite communications sector, with a desire to build a long-term career in the industry
  • Stock Options 
  • Contributory Pension Scheme 3% standard
  • 25 days Annual Leave + Public Holidays 
  • Cycle-to-Work Scheme 
  • Car Scheme (Salary Sacrifice) 
  • Free On-Site Gym 
  • Employee Assistance Programs 
  • Discounts Platform 

Average salary estimate

$80000 / YEARLY (est.)
min
max
$70000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior Satellite Support Engineer - SDD009, ALL.SPACE

Join ALL.SPACE as a Senior Satellite Support Engineer and be at the forefront of satellite communications! In this exciting role, you will work in our state-of-the-art Alabama operations center as a key member of our 24/7 operations team. Your primary responsibility will be to provide top-notch real-time technical support for ALL.SPACE terminals, ensuring that our customers receive the assistance they need, when they need it. You will diagnose and resolve technical issues, working closely with satellite network operators and modem providers to troubleshoot complex challenges. As we expand our global presence, your ability to adapt to shift work and occasional travel will be crucial. This role is perfect for someone with a solid foundation in telecommunications or a related field, who thrives in a dynamic environment. You'll help shape the support framework by creating knowledge base articles and operational procedures, all aimed at improving our service delivery and customer confidence. With a proactive and solution-driven mindset, you will ensure that we uphold the highest IT Service Management standards. If you have a passion for space and satellite technology, and you're excited about building a long-term career in this innovative industry, we encourage you to apply and become a vital part of our journey at ALL.SPACE!

Frequently Asked Questions (FAQs) for Senior Satellite Support Engineer - SDD009 Role at ALL.SPACE
What are the key responsibilities of a Senior Satellite Support Engineer at ALL.SPACE?

As a Senior Satellite Support Engineer at ALL.SPACE, your responsibilities will include providing real-time technical support for satellite terminals, collaborating with network operators to troubleshoot issues, adhering to IT Service Management processes, and actively contributing to the development of a robust operational support framework. Additionally, you'll support live demonstrations, conduct system health checks, and mentor junior team members, all while ensuring effective communication with customers.

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What qualifications are needed to become a Senior Satellite Support Engineer at ALL.SPACE?

To qualify for the Senior Satellite Support Engineer position at ALL.SPACE, candidates should possess a Bachelor’s degree in Telecommunications, Satellite Communications, Physics, Electrical Engineering, or related STEM fields, or equivalent military experience. It is also essential to have hands-on troubleshooting experience in technical support environments and a strong understanding of different satellite networks, making you well-equipped to tackle the challenges of this role.

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What skills are essential for the Senior Satellite Support Engineer role at ALL.SPACE?

Successful candidates for the Senior Satellite Support Engineer role at ALL.SPACE should exhibit strong problem-solving abilities, a proactive mindset, and exceptional communication skills. Being able to effectively present technical concepts to both technical and non-technical audiences is vital. Additionally, having the capacity to work under pressure, make timely decisions, and show a genuine interest in the satellite industry will set you apart.

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What kind of work environment can a Senior Satellite Support Engineer expect at ALL.SPACE?

At ALL.SPACE, the work environment for a Senior Satellite Support Engineer is dynamic and fast-paced, where problem-solving and adaptability are crucial. You'll be part of a collaborative team operating 24/7, which allows for varied shift work. This role presents an opportunity to work in cutting-edge operations in the satellite communications field while engaging with a team of passionate and innovative colleagues.

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What benefits does ALL.SPACE offer to Senior Satellite Support Engineers?

ALL.SPACE offers a comprehensive benefits package for Senior Satellite Support Engineers that includes stock options, a contributory pension scheme, generous annual leave, a cycle-to-work scheme, and a car scheme. Employees also enjoy access to a free on-site gym, employee assistance programs, and discounts on various platforms, promoting both personal wellbeing and professional development.

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Common Interview Questions for Senior Satellite Support Engineer - SDD009
Can you describe your experience with troubleshooting satellite communications issues?

When answering this question, focus on specific examples from your past experience that showcase your hands-on troubleshooting skills. Discuss the types of issues you resolved and how your solutions improved the situation for the customer. Highlight your familiarity with GEO, MEO, and LEO satellite networks, indicating your capability to adapt to different scenarios.

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How do you handle high-pressure situations while providing technical support?

To effectively answer this question, illustrate your ability to stay calm and organized during high-pressure situations. Provide an example where you successfully navigated a stressful incident by implementing an efficient action plan while keeping communication clear with the customer. Emphasizing prioritization and resilience can demonstrate your preparedness for the fast-paced nature of the Senior Satellite Support Engineer role.

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What methods do you use to communicate complex technical information to non-technical audiences?

In your response, emphasize the importance of tailoring your communication style to your audience. Provide examples of how you've simplified complex concepts in the past, such as using analogies or focusing on the impact of technical information, rather than detailed jargon. This highlights your ability to engage effectively with diverse stakeholders at ALL.SPACE.

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Can you explain the IT Service Management processes you have experience with?

When discussing IT service management processes, detail your familiarity with key methodologies like Incident, Change, Release, and RMA management. Share specific instances in which you adhered to these processes, how they contributed to operational excellence, and the impact of your adherence on customer satisfaction and support team efficiency.

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What tools and technologies are you proficient in for satellite support?

List the relevant tools and technologies you've used in past roles, detailing how you've applied them in practical scenarios. Mention any ticketing systems, monitoring software, or diagnostic tools you are familiar with, along with your adaptability to utilizing various technologies to provide optimal satellite support.

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How do you stay current with trends and developments in satellite communications?

To address this, describe your strategies for staying informed, like following industry publications, attending webinars, joining professional organizations, or engaging with online forums. This showcases your commitment to continuous learning and helps position you as a passionate candidate for the Senior Satellite Support Engineer role at ALL.SPACE.

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Can you provide an example of a challenging technical problem you encountered and how you resolved it?

In your response, select a particular case that portrays your analytical skills and creativity in problem-solving. Detail the steps you took to identify the root cause, the solutions you explored, and how your actions ultimately led to a resolution, showcasing not just your technical prowess but your dedication to customer satisfaction.

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Describe a situation where you mentored a junior team member.

Discuss your approach to mentorship, including the strategies you employed to effectively guide and support a junior member. Highlight any specific skills or knowledge you imparted, detailing how your guidance led to their improved performance and confidence in tackling technical challenges, which is vital for the collaborative environment at ALL.SPACE.

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What interest do you have in the satellite communications industry?

This is an opportunity to express your passion for the field. Discuss any specific aspects of satellite communications that intrigue you, such as advancements in technology or the impact on global connectivity. Sharing personal anecdotes of why you pursued this career path can also help exhibit genuine enthusiasm for the Senior Satellite Support Engineer position.

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How do you prioritize multiple tasks in a fast-paced environment?

Explain your prioritization strategy, emphasizing the importance of assessing urgency and impact. Provide examples where you successfully managed competing responsibilities, illustrating your ability to efficiently allocate resources and time while maintaining quality in your work, a crucial skill for a Senior Satellite Support Engineer at ALL.SPACE.

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DATE POSTED
March 12, 2025

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