Site Reliability Engineer

INMARSAT SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Singapore is seeking a Customer Engineer to ensure the reliability and performance of services for Enterprise Customers. Responsibilities include troubleshooting technical issues and collaborating with various teams to improve system design. The ideal candidate has over 5 years of experience, strong knowledge of networking protocols, and proficiency in Python. This role involves up to 10% travel and offers an exciting opportunity to work with complex systems.

Qualifications

• 5+ years experience in troubleshooting and triage of technical issues.
• Advanced knowledge of modern programming languages, especially Python.
• Strong networking knowledge: TCP/IP, IPSEC, VPN, NAT.

Responsibilities

• Identify and investigate customer performance problems.
• Participate in product design feedback.
• Drive initiatives to improve reliability and performance.

Skills

Troubleshooting technical issues

Network Operations

Python programming

Networking protocols knowledge

Data analytics tools

Customer rapport

Education

Bachelor’s degree in Electrical Engineering, Computer Science, or Computer Engineering

Tools

Splunk

Kibana

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 Customer Engineering team is a group of highly technical engineers who are tasked with maintaining and developing the reliability, scalability, and performance of the Service to different Enterprise Customers. The Customer Engineering Team is empowered to drive technical resolutions across the technology stack from hardware through to application and all stops in between. The team is also responsible to build and maintain Alerts to proactively monitor the service and act as the technical liaison between Customer facing teams and the Engineering teams.

The day-to-day

• Identify and investigate potential and actual customer performance problems, recommend, and prioritize remediation, and assess effectiveness of remediation actions
• Participate in and provide feedback on product design, especially regarding reliability and availability
• Drive initiatives with partner teams to improve the reliability and performance of the Service through improved system design
• Drive a culture of intolerance to manual activity which results in a highly automated environment delivering scalable solution
• Work Closely with Customer facing teams (Technical Account Mangers and Program Teams) to understand and prioritize the Customer issues
• Drive monitoring and automation initiatives
• Create and present Performance reports for technical and management stakeholders
• Work closely with Engineering teams to communicate and prioritize the service impacting issues
• Reproduce and test the Customer issues in the Lab
• Develop Automated scripts and tools to Enable monitoring of the Service
• Be part of on-call rotations

What you'll need

Requirements

• 5+ years experience in troubleshooting and triage of technical issues in a fast paced environment, to support customers.
• 5+ years experience in Network Operations or Product Support
• Advanced knowledge of modern programming languages, especially Python
• An ability to understand large complex systems and a passion to constantly improve environments
• Strong networking knowledge: TCP/IP, IPSEC, VPN, NAT, Routing Protocols, AAA
• Set priorities and work efficiently in a fast-paced environment
• Demonstrated ability to deliver results on time with high quality and attention to detail
• Demonstrated ability to work with ambiguous requirements, adapt, and learn
• Experience with data analytics tools(Splunk, Kibana)
• Keen (data-driven) decision making skills under incomplete information
• Excellent face-to-face and remote customer rapport
• Bachelor’s degree in electrical engineering, Computer Science, or Computer Engineering
• Up to 10% travel

What will help you on the job

• Experience analyzing data and trending to gain operational efficiencies
• Telecom or related operational service experience, especially wireless networks
• Previous technical role in a DevOps/SRE workflow
• Experience with Satcom technology
• Experience/knowledge GCP, AWS, Big Query