Senior Technical Support Engineer

About Skylo

Skylo is a global Non-Terrestrial Network service provider based in Mountain View, CA, offering a service that allows smartphone and IoT cellular devices to connect directly over existing satellites. 

Skylo's direct-to-device service is now live on millions of activated devices across five continents, with more than 60 million square kilometers of coverage, in partnership with multiple satellite operators, mobile network operators (MNOs), Tier-1 chipset makers, and OEMs. Devices connected over satellite are managed and served by Skylo's commercial NTN vRAN, featuring a 3GPP standards-based cloud-native base station and core. Skylo provides anywhere, anytime connectivity solution that seamlessly roams between terrestrial and satellite networks. Our focus is on enabling connected services for people outdoors and connected workflows across three main verticals: mass-market consumer devices, automotive, and industrial IoT.

This role is located in Pune, Maharashtra, India at our partner Tata where we are onsite 5 days a week.

Summary Of How You Will Impact Skylo

Skylo Technologies is hiring a Senior Technical Support Engineer to join Skylo's team. In this role, you'll be responsible for monitoring and maintaining the health and performance of our IoT satellite network infrastructure. Key tasks include monitoring alarms, resolving tickets, and serving as the primary contact for our Network Operations Center. You'll collaborate with engineering teams to troubleshoot issues, assess impacts, and coordinate resolutions. A foundational knowledge of Google Cloud is essential, as well as experience providing Tier 2 technical support and documenting network configurations. This position requires participation in a 24/7 on-call rotation to support network uptime.

How You Will Contribute

• Monitor and maintain the health and performance of the IoT satellite network infrastructure, including overseeing the health of various components such as UE devices, firewalls, gateways, and cloud platforms, with a focus on maintaining their stability and efficiency.
• Alarm Monitoring and ticket resolution.
• As the primary point of contact for the Skylo Network Operations Center, you will play a crucial role in promptly identifying issues, correlating them, and initiating troubleshooting procedures. Additionally, you will assess the potential impact of these issues and coordinate with relevant teams to facilitate swift and effective resolutions.
• Work closely with Skylo's engineering teams to collaborate on troubleshooting efforts and ensure the efficient resolution of any identified issues.
• Possess a  fundamental understanding of Google Cloud platform.
• Evaluate network performance and create improvement strategies.
• Monitor network performance and uptime and respond quickly to network incidents.
• Deliver Tier 2 technical assistance to both internal and external clients, escalating concerns when required.
• Maintain documentation on network architecture, configuration, and troubleshooting procedures.
• Participate in on-call rotation, providing after-hours support as needed.

What We Look For

• A strong grasp of Network Operations Center best practices will be adept at efficiently managing and enhancing network operations to align with organizational objectives and industry standards.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 4 plus years of experience in Network Operations, preferably within the telecommunications or wireless network domains.
• A proficient level of understanding of Kubernetes architecture, components, and concepts such as Pods, Deployments, Services, and Ingress.
  • Proficiency in setting up monitoring and logging solutions for Kubernetes clusters, leveraging tools like Prometheus, Grafana, and ELK Stack to monitor cluster health and troubleshoot issues.
• A proficient level of Linux system administration duties:
  • Command Line
  • User and Group Management
  • Understanding of Linux Networking concepts
• Strong Communication Skills 

Shift Rotation Timings: 

• Skylo - IST Morning Shift (IST.I): 8:00 AM to 5:00 PM
• Skylo - IST Afternoon Shift (IST.II): 4:00 PM to 1:00 AM
• Skylo - IST Night Shift (IST.III): 12:00 AM to 9:00 AM

What We Offer

With employees working across three continents, Skylo is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. Our worldwide and inclusive culture encourages a flexible approach to work, and we also offer an attractive range benefits such as: 

• Competitive compensation packages including a stock option based equity program 
• Comprehensive benefits plans
• Monthly allowances for wellness and education reimbursement
• A generous time off policy, holidays, and the opportunity to temporarily work abroad
• Once in a lifetime opportunity to be a part of developing and running world's first commercial, live direct-to-device satellite network and service 
• Access to world-class team and talent across tech domains: software, hardware, chipsets, telecom, satellite and network virtualization 
• Open, transparent, inclusive culture that blends the Silicon Valley, Nordic and South Asia characteristics