Technical Support Engineer (Aerospace)

First line customer support

• Act as the first point of contact for all post-sales technical queries from our customer base, across the full product range.
• Screen, classify and prioritise incoming support requests, and resolve the majority thereof independently using product knowledge, documentation and reproduction of the issue in the lab
• Escalate the issue to the engineering team where the issue requires design-level input, while remaining the owner of the ticket through to closure.
• Ensure that every issue is tracked, answered within agreed response time, and confirmed as resolved by the customer before it is closed

• Develop, in partnership with the Process Owner, a customer support forum with an integrated ticketing system, and structured FAQ and knowledge base sections
• Migrate existing clients from the current Slack-based support arrangement onto the forum without disruption
• Convert resolved queries into clear FAQ and knowledge base articles, so that recurring questions are answered once and thereafter self-served by customers
• Moderate the forum, keep it populated with up-to-date content, and keep answer quality and turnaround high enough that customers choose to use it

• Take ownership of new customer onboarding sessions, tailoring the content to the customer's level of experience, from first-time university teams to experienced satellite manufacturers
• Develop and maintain onboarding material, welcome packs, training material and recorded sessions
• Maintain accurate records of each customer's hardware, including units, serial numbers, firmware versions and configuration, so that support is always given in context

• Write and maintain user-facing documentation, including getting started guides, integration and operating manuals, application notes, troubleshooting guides and release notes
• Analyse support trends to identify the recurring causes of customer difficulty, and feed these back to the Technical Product Owners as prioritised improvement requests
• Work with product owners and the software team to make ground support tools and product interfaces more intuitive, with the explicit goal of reducing the support volume over time

• Report on support performance, including response and resolution times, first line resolution rate, escalation rate, engineering time consumed by support and customer satisfaction
• Contribute to the continual improvement of the sales and support process and its supporting documentation

• BEng, BSc Eng, BTech or National Diploma in Electronic, Electrical, Computer or Mechatronic Engineering, or an equivalent technical qualification
• At least 2 years' experience in a customer-facing technical role such as technical support, applications engineering, field service, test or systems integration.
• Excellent written and verbal communication skills in English, with a demonstrable ability to write clear technical material for an international audience.
• Strong organisational skills and a methodical approach to record keeping and issue tracking
• Willingness to accommodate customer time zones outside standard office hours on occasion, particularly during launch and commissioning campaigns
• A valid passport and willingness to travel internationally from time to time

• A sound understanding of RF and digital communication fundamentals, including link budgets, modulation and coding schemes, forward error correction, EIRP and G/T, S-band, X-band and Ka-band operation
• The ability to read and interpret schematics, interface control documents, acceptance test reports and telemetry logs.
• Practical laboratory skills with spectrum analysers, signal generators, vector signal analysers and power meters, including the ability to reproduce reported customer issues on the bench
• Comfortable working with version control and collaboration tooling such as Git, Jira, Confluence, Slack and Markdown.
• Working understanding of FPGA firmware and embedded C, sufficient to read, debug and reason about device-level behaviour when supporting customer issues

• Familiarity with satellite communication standards and protocols such as DVB-S2 and CCSDS
• Familiarity with typical embedded and spacecraft interfaces such as UART, RS-422 and RS-485, I2C, SPI, CAN, LVDS, SERDES, Spacewire and Ethernet.
• Scripting ability, preferably in Python, for log analysis, test automation and simple customer-facing utilities.
• Working knowledge of ground station software and orbital basics, for example GNU Radio, SatNOGS, Gpredict, two-line elements and pass prediction, would be an advantage