ALL.SPACE

Support Engineer

• Act as a founding member of the support team, playing a key role in establishing and scaling ALLSPACE’s technical support and operational capability.
• Lead and coordinate complex technical investigations with Satellite Network Operators, teleport providers, and modem vendors, driving root cause analysis across RF, IP, and modem layers.
• Maintain clear ownership of customer communications during all operational events, delivering proactive, accurate, and technically credible updates throughout customer issues.
• Support service activation for live satellite links, including the commissioning, monitoring, and troubleshooting of satellite modems and associated ground segment equipment.
• Operate and improve ITSM processes (Incident, Release, and RMA), ensuring robust control of satellite network changes, modem firmware updates, and hardware replacements in live environments.
• Develop and maintain desk-level procedures and knowledge articles focused on satellite link bring-up, modem configuration, fault isolation, and recovery, accelerating operational maturity and reducing mean time to restore service.
• Deliver real-time support for ALLSPACE demonstrations and customer trials, including pre-event link validation, modem testing, and live monitoring to ensure service performance.
• Perform proactive link health checks and analysis of modem telemetry, RF metrics, and network performance to identify and remediate anomalies before they impact live service.

Senior Satellite Terminal Support Engineer

• Verify customer identity and confirm warranty/entitlement before progressing support requests.
• Perform initial checks for common causes of service impact (power, communications path, environmental factors, and local blockage/line-of-sight considerations).
• Create, update, and manage support tickets, ensuring the minimum required data set is captured for effective troubleshooting.
• Triage, categories, and priorities customer issues in line with agreed support processes and service impact.
• Use the Known Error Database and internal knowledge articles to resolve recurring issues and apply approved workarounds.
• Handle RFIs and service requests, routing to the correct internal teams and supporting basic account management tasks.
• Provide clear and timely customer updates during incidents and requests, escalating when scope or severity requires.
• Support internal KPI and service reporting by maintaining accurate ticket data and producing basic operational reports.