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Lead Technical Support Engineer

2 months ago

Tempe Arizona, United States Iridium Satellite, LLC Full time

Company Overview:


Iridium Satellite, LLC is a pioneering and award-winning satellite communications firm, recognized for operating the only network that delivers voice and data connectivity globally.

For over two decades, Iridium's distinctive network and services have catered to essential communication needs for individuals, enterprises, and the advancing Internet of Things.

At Iridium, we appreciate the significance of maintaining connectivity and the constraints of conventional communication systems.

Individuals worldwide, including emergency responders, humanitarian workers, military personnel, scientific researchers, and remote operators, depend on Iridium for reliable communication.

We take our obligation to provide these critical communications seriously and take pride in being a dependable lifeline when necessary.

Moreover, Iridium is dedicated to fostering an engaging and innovative workplace, where employees are encouraged to think creatively and collaborate on groundbreaking ideas and solutions.

Our skilled teams are passionate about their contributions and the impact our organization has globally. Iridium promotes an empowering and inclusive culture that enables employees to genuinely be their best selves.

We seek individuals who aspire to join this truly unique organization that values its employees and offers the chance to make a meaningful difference in the world.


Position Summary, Job Requirements & Responsibilities:

What We're Looking For:


Are you a customer-centric problem solver with a zeal for technology? We are in search of a highly driven Technical Support Engineer to become part of our team.

In this capacity, you will act as a technical escalation point for customer service inquiries, working independently, collaboratively with our team, and alongside Service Partners to resolve intricate issues.

Additionally, you will play a vital role in the launch of new products and engage in engineering discussions regarding future system enhancements and design modifications to boost network reliability and expand system capabilities.

What You'll Do:
Collaborate closely with engineers in various capacities to support their initiatives, including read and write access for troubleshooting and managing basic requests to adjust system configurations to reduce resolution times.

Work in conjunction with the Customer Care, Network, Engineering, PLM, and Service Delivery teams on conceptual ideas for new product and service introductions.

Proactively identify technical challenges and escalate them to the relevant teams for network/system modifications.

Engage in engineering discussions regarding future system enhancements and design changes to improve network reliability and expand system capabilities.

Create and maintain technical documentation, including user manuals, troubleshooting guides, and knowledge base articles.

Identify opportunities for process enhancements, including automation for more efficient and timely support.

Analyze data and draw appropriate conclusions to make informed, data-driven decisions.

Experience & Education Requirements / EEO:

What You'll Need to Succeed:
A Bachelor's degree in an engineering or technical discipline, or equivalent professional experience.

8+ years of relevant experience in network administration, support engineering, or telecommunications roles.

Requires a minimum AWS Certification:
Cloud Practitioner. Actively pursue additional AWS certifications as necessary for the role (network security, architecture, etc.).

Extensive Iridium technical experience (Subscriber Products, Ground Network, Services, Constellation Dynamics).

Hands-on experience with commercial routers and other networking technologies (DNS, ACL, NAT, firewalls, etc.) as well as troubleshooting Iridium products and services.

Exceptional communication skills, with the ability to clearly articulate products, deliverables, analyses, and/or issues to audiences outside of your team or those unfamiliar with the subject matter.

Confidence and the ability to build relationships with leadership and colleagues outside of your team.

An analytical mindset, with the capacity to comprehend a situation or problem and think critically to make decisions and devise innovative solutions.

Proactive in providing feedback and enthusiastic about sharing knowledge with others.

Able to prioritize your own tasks and potentially the tasks of others while ensuring deadlines are met.

Things That Would be Great if You Brought to the Table:

Checkpoint Firewall experience.

SQL Database administration.

Java programming.

We'll Also Need You To:
Be on call.

Be willing to travel occasionally.

US Citizenship is required.

Work Environment:
This position primarily operates in the company office or in a home office.

The role is predominantly sedentary, with the majority of the time spent sitting in a chair and working on a computer.

The position utilizes basic office equipment including a phone, video conferencing tools, computer, keyboard, mouse, and printer.

For in-person meetings, this position may require standing, walking within the office, and occasionally climbing stairs.

Iridium is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, or status as a protected veteran.

EOE of Minorities/Females/Vets/Disability and other protected categories.