Technical Assistance Center Engineer

Viasat; Batam; On-site; IDR 133,920,000 - 223,200,000; Full time

Job summary

Viasat is seeking a Technical Assistance Center (TAC) team member to bridge customer operations and DevOps for our global networks. You will support incident response, help restore services, and maintain SLOs/SLA, while building expertise in Viasat networking and satellite technologies.

In this role you will triage alerts, coordinate with engineering and field vendors, communicate status updates to partners, and actively manage tickets to meet SLAs.

Qualifications

• Experience in technical operations such as a Network Operations Center (NOC) or Technical Assistance Center (TAC).
• Hands-on experience managing network incidents, including outage events, circuit-impacting events, or service degradations.
• Proven ability to elevate and coordinate effectively with external vendors and providers to resolve complex technical issues.
• Introductory experience with AI tools and Large Language Models (LLMs), specifically using AI assistants for fixing, documentation, or workflow optimization.
• Basic familiarity with query languages or data analysis tools (e.g., SQL, KQL) to parse logs and system alerts.

Responsibilities

• Triage alerts and escalate critical events to senior teams.
• Coordinate incident response calls and engage engineering teams.
• Provide real-time updates to internal teams and external partners.
• Coordinate field logistics and dispatch onsite vendors to resolve issues.
• Fix and help isolate problems related to Tier 2 customer escalations and document findings.
• Manage ticket queues and ensure alignment with SLAs and SLOs.

Skills

NOC/TAC incident management

Incident response coordination

Vendor coordination

AI tools & LLMs (intro)

SQL / log parsing basics

Tools

ServiceNow

Jira

Salesforce

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

As a Technical Assistance Center(TAC) team member, you will serve as the critical bridge between customer operations and DevOps teams supporting Viasat’s global networks. In this role, you will contribute to global incident response operations by supporting service restoration efforts and helping maintain Service Level Objectives (SLOs) and Service Level Agreements (SLAs). You will also develop technical expertise in Viasat networking and satellite technologies while expanding your operational and incident management skills.

Key Responsibilities:

• Incident Management: Coordinate communication, documentation, and escalation activities during critical outage and customer-impacting events.
• Multi-functional Collaboration: Collaborate with DevOps and hardware infrastructure teams to assist in the diagnosis and resolution of complex technical issues.
• Communication: Provide timely, detailed status updates to internal customer-facing teams and external partners, including global onsite vendors, fiber providers, and third-party support teams.
• Technical Support & Coordination: Collaborate with engineering teams using a diverse suite of networking, RF, and proprietary Viasat technologies to maintain global connectivity.

The day-to-day

• Triage alerts to identify and isolate customer-impacting issues, escalating critical events to senior teams as required.
• Participate in incident response activities, supporting bridge calls and engaging appropriate engineering teams for rapid fault isolation.
• Communicate real-time updates regarding system status to internal customer-facing teams and external global partners.
• Coordinate field logistics, managing the dispatch of onsite vendors and fiber providers to resolve physical site issues.
• Fix and help isolate problems related to Tier 2 customer escalations, employing growing knowledge of Viasat’s global network environment.
• Manage ticket queues actively, tracking documentation to ensure strict alignment to established SLAs and SLOs.

What you’ll need

• Experience in a technical operations environment, such as a Network Operations Center (NOC), Technical Assistance Center (TAC), Enterprise IT, or Technical Call Center.
• Hands-on experience managing network incidents, including outage event handling, circuit-impacting events, or service-degradations.
• Proven capability to elevate and coordinate effectively with external vendors and providers to resolve complex technical issues.
• Introductory experience with AI tools and Large Language Models (LLMs), specifically using AI assistants for fixing, documentation, or workflow optimization.
• Basic familiarity with query languages or data analysis tools (e.g., SQL, KQL, or similar) to parse logs and system alerts.

What will help you on the job

• Radio Frequency (RF) and Satellite communication knowledge.
• Understanding of the OSI model and networking concepts, including common routing protocols.
• Experience using enterprise ticketing platforms such as ServiceNow, Jira, or Salesforce.

EEO Statement

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. If you would like to request an accommodation on the basis of disability for completing this on-line application