Support Engineer, Kuiper Enterprise Customer Support

Project Kuiper is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

We are seeking a Support Engineer to join our SATCOM Technical Support team. The ideal candidate will combine strong troubleshooting expertise with the ability to resolve complex satellite network issues through methodical problem analysis and technical resolution. In this role, you'll handle escalated cases involving service degradation, analyzing performance data (latency, jitter, packet loss) and system configurations to restore optimal service levels. Success in this role demands excellent diagnostic skills, the ability to drive technical cases to resolution, and experience working with cross-functional teams to solve challenging network issues. You'll develop and document technical solutions, contribute to our knowledge base, and provide advanced technical guidance to customers and internal teams. While monitoring tools aid your work, your primary focus will be on complex problem resolution and ensuring customer satisfaction through effective technical support.

Note : This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations- 4+ years of relevant technical position, or 3+ years of network and operating system support experience
- Work rotating shift schedules and variable days off
- Bachelor's degree in Electrical Engineering, Telecommunications, or related technical field, or equivalent military training.
- Demonstrated hands-on experience with RF fundamentals including carrier operations, link budgets, and satellite ground equipment.
- Must be proficient in standard network protocols and system architecture.
- Strong track record of analyzing complex technical issues and managing customer escalations through resolution.
- Experience documenting technical solutions and standard operating procedures.
- Strong background in NOC operations with experience in emergency response and on-call support scenarios.- Previous experience in teleport operations or military SATCOM environments.
- Advanced knowledge of multi-band and multi-feed antenna configurations, including auto-acquire and auto-tracking systems. Experience with antenna control units (ACUs) and remote monitoring.
- Strong understanding of networking protocols and troubleshooting tools (TCP/IP, BGP, DNS, DHCP, HTTP/S, tcpdump, traceroute, mtr, etc.)

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