Customer Support Engineer

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Customer Support Engineer

Country / Region : IT

Connect with Eutelsat Group

Be part of a new era in communications, transforming connectivity with Eutelsat Group – the world’s first GEO-LEO integrated global satellite operator.

As a leader in satellite communications, we provide global connectivity solutions - connecting businesses, communities, and governments around the world. We can connect you on land, at sea, and in the air. We also deliver broadcast television channels and packages, transmitting vital news reports around the world.

With Eutelsat Group You’ll Get To :

• Pioneer the future of Space Technology
• Bring connectivity to remote frontiers
• Collaborate with customer-centric experts
• Embrace cultural diversity in our global team

In a dynamic industry where passion drives our teams to make a difference to become the most trusted partner for global satellite connectivity, you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat Group, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space.

Why Eutelsat Group?

• Commitment to Diversity & Inclusion : With colleagues from over 75 countries, we embrace our global DNA and are committed to creating an inclusive workplace. We take pride in being led by a female CEO, with one-third of our executive team and 60% of our board represented by women.
• Ways of Working That Drive Us : As "One Team," we work collaboratively towards shared goals, with customer-centricity, respect, and inclusivity as our guiding principles.
• Sustainability at Our Core : At Eutelsat Group, sustainability is more than just a word; it’s woven into our strategy. We’re dedicated to balancing social, environmental, and economic growth — both on Earth and in space.
• Work-Life Balance : We offer flexible schedules and hybrid work options to help you balance your personal and professional life. At Eutelsat Group, we are committed to supporting your well-being and ensuring you have the flexibility you need to succeed both at work and at home.

Ready to grow with us? Apply today and help us build a more inclusive, sustainable future in the world of satellite technology.

Job Overview

We are looking for an enthusiastic and skilled Customer Support Engineer to join our team and play a critical role in Incident Management, assuring a tracking and follow-up of the Customers' incidents till their resolution. In this position, you’ll work closely with Technical Operation and Service Management teams to provide the best possible service to all EutelsatOneweb Customers, contributing directly to our ongoing projects and initiatives. This is a unique opportunity to make a significant impact within an organization that values growth, teamwork, and professional development.

Who You Are :

Responsible for supporting customers considered sensitive / strategic defined as Premium customers and coordinating the proper approach and focus on the topic to be followed in the dedicated assistance. You will also support the coordination of the maintenance activities.

What You’ll Do :

• Survey and constantly improve the EutelsatOneweb internal processes related to Service Operations, with a focus on incidents and maintenance management and internal and external notifications.
• Survey and assure Customer’s satisfaction in the framework of operational issues.
• Build synergies, mainly with the technical and sales teams, to assure an efficient control of the Customers' incidents, with a clear follow-up, ownership, and categorization.
• A customer-centric mindset with the ability to empathize with customers, understand their needs, and advocate for their interests within the organization. Setting up regular meetings and smooth interactions focused on operational matters.
• Flexibility and adaptability to work in a fast-paced and rapidly changing environment.
• Excellent verbal and written communication skills, with the ability to articulate technical concepts in a clear and understandable manner.

What You’ll Need :

• Degree in Telecommunication / Computer Engineering or previous experience in a similar role.
• Fluent in English, detail-oriented with interpersonal and organizational skills.
• Good troubleshooting skills and ability to work in a team with on-call rotation.
• Proficient in problem-solving to resolve issues in a timely manner.
• A customer-centric mindset with the ability to empathize with customers, understand their needs, and advocate for their interests within the organization.
• Knowledge of ITIL process and incident management.

Where You’ll Work :

The Eutelsat Group treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by the Eutelsat Group and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time).

This role is a Eutelsat Group job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.

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