Senior Technical Support Engineer

Ireland - Dublin Ref #11363 08-Feb-2022

Job Description

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, and governments around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

The Role
As a Viasat Senior Technical Customer Support Engineer you will be dealing directly with our clients around the world and helping them to resolve issues, anticipate problems, develop local best practices.

Job Responsibilities
  • Provide tier two technical support services to Viasat’s global customer base
  • Own and drive end-to-end Incident and Change Management responsibilities
  • Own and drive the customer experience throughout the lifecycle of the service request to resolution
  • Manage communication with internal and customer stakeholders keeping them updated on issue resolution at all times
  • Assist customers with resolving application-level and infrastructure issues with technical troubleshooting and analysis methods
  • Collaborate and escalate cross functionally with Engineering, Site Reliability Engineering, Product Management, Service Delivery and Supplier technical teams
  • Drive operational excellence and measured continuous improvement in service levels and service level reporting 
  • Proactively manage application and system level monitoring systems to evaluate performance trends and identify and mitigate potential failure scenarios
  • Provide regular operational communications and KPI reporting to internal teams, external customers and stakeholders
  • Own application upgrade process for global customer base by scheduling and performing upgrades with the support of Site Reliability Engineering teams
  • Identify and propose amendments, processes and services, to improve quality, technical operations and overall customer experience
  • Create and manage internal Support knowledge base by documenting customer support processes, SLAs and technical procedures
  • Out of hours support from time to time
Requirements
  • Proven experience working directly with external customers and managing a live service to an agreed SLA
  • Experience troubleshooting and identifying root causes for mobile apps and distributed JVM web applications
  • An ability to work under pressure and deliver whilst maintaining a strong client focus at all times
  • Strong communication skills, both oral and written
  • Experience working with Jira, Salesforce or other ticketing systems
  • Excellent Linux system knowledge with Bash or Python scripting skills for automating tasks
  • Ability to analyze and aggregate data from raw logs, APIs and centralized logging systems
  • Experience querying SQL and no-SQL databases like MySQL and MongoDB (or similar) to facilitating troubleshooting
  • Experience working in and creating data visualizations in tools like Grafana and Looker (or similar)
  • An understanding of release cycles and production environments
  • Proven experience creating and communicating KPI reporting for internal and external stakeholders
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Additional Requirements and Information

Minimum Education
Bachelors Degree or equivalent experience
Years of Experience
4-6 years
Travel
Up to 10%
Citizenship
Irish or EU Citizenship or valid Irish Work Permit required
Clearance
None
Worker Classification
Employee

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Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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