Principal Technical Services Engineer

Viasat; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic individual to join their EMEA Customer Engineering Team. This role focuses on driving customer loyalty through improved service performance and problem resolution in the aviation sector. You'll collaborate with various stakeholders, analyze data trends, and implement solutions to enhance service availability. This position offers the chance to work in a fast-paced environment, where your contributions will directly impact the quality of service provided to customers globally. If you're passionate about aviation technology and thrive in a collaborative setting, this opportunity is perfect for you.

Qualifications

• Experience in the aviation industry with a focus on SATCOM systems.
• Strong analytical skills and proficiency in Linux and Python.

Responsibilities

• Collaborate with experts to analyze and resolve service issues.
• Manage partner and OEM issues during investigations.

Skills

Aviation industry experience

Ka/Ku SATCOM and Aviation Communication systems

Strong fixing and analytic skills

Linux experience and administration

Data and database management and query (SQL/PGSQL)

Python

Clear and concise communication skills

Ability to work under pressure

Excellent organizational skills

Tools

Kafka

Apache Airflow

Containerization and Virtual Machine environments

Job description

About us

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, governments, and militaries 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.

What you'll do

The primary role of the EMEA Customer Engineering Team is to investigate, minimize the impact, and identify remedial actions to address incidents and problems, with corrective actions to prevent recurrence. The team aims to drive customer loyalty through improved performance and increase revenue through enhanced SLA performance.

This role involves coordinating between OEMs, VARs, partners, ABU teams, and Viasat's operational and engineering teams to support service improvement across Viasat's platforms, including GX and EAN, with potential expansion into L-Band services.

You will support aviation teams, OEMs, VARs, and partners by working with subject matter experts and engineers to follow up on corrective actions from root cause analysis for known problems or service-impacting issues. Additionally, you will facilitate problem capture, linking to known issues through communication with internal and external partners.

The day-to-day

• Collaborate with experts to drive root cause analysis and implement permanent solutions for service improvement.
• Manage changes related to partner, OEM, and VAR issues identified during investigations.
• Work with Technical Service Engineers and platform teams to identify key issues impacting service availability and link them to known issues.
• Analyze data to identify trends and report problems affecting service.
• Automate issue detection and proactively notify and report trends.

What you'll need

• Experience in the aviation industry.
• Knowledge of Ka/Ku SATCOM and aviation communication systems.
• Understanding of ABU products and services.
• Strong analytical and troubleshooting skills.
• Linux administration experience (RHEL, Ubuntu, CentOS, Alma, etc.).
• Data management and querying skills (SQL, PGSQL).
• Proficiency in Python.
• Experience working in operational and engineering environments.
• Excellent communication skills, capable of explaining technical material to diverse audiences.
• Ability to communicate effectively at all organizational levels.
• Ability to work under pressure and adapt to changing environments.
• Willingness to travel globally.
• Detail-oriented, quick thinker, and delivery-focused.
• Experience working in cross-functional teams.
• Strong organizational skills and ability to multi-task.
• Experience with mobile networks and user terminals.

What will help you on the job

• Experience with Gx and/or VSAT systems.
• Familiarity with legacy Inmarsat systems.
• Experience with Inmarsat L-Band services.
• Experience liaising with VARs and OEMs.
• Knowledge of problem management processes.
• Knowledge of Kafka, Apache Airflow/Streamsets.
• Experience with DPI and traffic shaping technologies.
• Experience with containerization and virtualization environments.

EEO Statement

Viasat is proud to be an equal opportunity employer, committed to creating a diverse and welcoming environment. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, disability, medical condition, marital status, genetics, age, veteran status, or other protected characteristics. For accommodation requests, click here.