Senior NOC Support Engineer

Description

Who We Are

Kymeta revolutionizes satellite communications through Intelligent Communications Platforms (ICPs). Our electronically steered flat panel antennas enable seamless communications on-the-move. Kymeta solutions serve government, military, maritime, transport, and public safety clients worldwide, providing uninterrupted connectivity and spatial intelligence anywhere, anytime. With over 150 patents, Kymeta is shaping the future of global communications. For more information, visit kymetacorp.com

What We Need

Kymeta is looking for a Senior Support Engineer for a new opportunity in our Network Operations Center. As a Network Operations Center (NOC) Support Engineer, you will be responsible for monitoring and maintaining Kymeta Broadband satellite and cellular global network and providing customer care service. Including Tier 1 and Tier 2 technical hardware and network support.

KEY DUTIES AND RESPONSIBILITIES

• Provide Tier 1-3 support for all Kymeta products and GEO/LEO services, including hardware, software, and network-layer troubleshooting.
• Manage trouble ticket queues, including escalations to internal departments or external providers, ensuring timely follow up and resolution in accordance with defined SLAs and escalation matrix
• Serve as the first point of contact for inbound customer calls, providing prompt, professional, and technically accurate responses to service inquiries, outage reports, and support requests.
• Document all work performed in ticketing system (Salesforce and Jira)
• Proactively update customers on ticket status, outages, and planned maintenance windows
• Liaise with satellite operators, teleport partners, and third-party providers during outages and service impacting events
• Execute network restoration procedures during primary path outages on Kymeta-operated GEO networks and liaise with the relevant LEO satellite operator to facilitate LEO service restoration as required.
• Operate independently with minimal supervision, demonstrating sound judgment and decision-making in a solo shift environment, while knowing when to escalate issues appropriately.
• Coordinate and record new service activation including but not limited to operational parameters, testing, documentation and implementation
• Support and perform earth station equipment configuration, maintenance, and troubleshooting as required.
• Create, improve and peer review Knowledge Base articles, diagrams, processes, and training materials to document networks and products
• Identify trends and anomalies in SLA performance and recommend corrective actions
• Configure and maintain monitoring tools
• Actively contributes to continuous process improvement initiatives, identifying operational gaps and recommending solutions to enhance NOC efficiency and service quality.
• Provide support during standard and non-standard workdays or hours to support 24/7-365 coverage. May be required to cover shifts in the early morning, late night or weekends.
• Participate in a 24/7 On-Call rotation, including response within defined on-call response time windows
• Must be able to work Monday - Friday 04:00 pm- 12:30 am EST / 1:00 PM 09:30 PM PST

SKILLS AND EXPERIENCE

• Strong troubleshooting, analytical, and organizational skills with the ability to manage multiple priorities simultaneously in a fast-paced environment.
• Ability to remotely support devices including, but not limited to, satellite modems, routers, switches, access points, laptops, PCs and servers with various operating systems (Windows, Linux, etc.)
• Prior experience in the satellite communications industry is required, including hands-on experience with iDirect or Newtec technologies, Evolution and/or Velocity platforms. Familiarity with LEO services and experience in the cellular industry are a plus.
• This role requires the ability to obtain and maintain a U.S. Secret Clearance.
• Strong attention to detail, particularly in documentation, ticket management, and configuration tasks.
• Working knowledge of networking protocols and concepts including TCP/IP, VLANs, routing, and QoS.
• Experience with ticketing platforms such as Salesforce and Jira, as well as network monitoring and management tools are preferred
• Strong written and verbal communication skills, with the ability to clearly convey technical information to both technical and non-technical audiences.
• Demonstrated ability and willingness to learn new technologies and adapt to evolving product portfolios quickly.
• Highly reliable and self-motivated, with a strong sense of personal accountability in a solo shift environment.
• Proven ability to work autonomously and make sound decisions independently in a 24/7 operational environment.
• Highly adaptable with the ability to thrive in an environment of changing priorities, emerging technologies, and evolving customer needs.

EDUCATION

• Bachelor's degree in Telecommunications, Information Technology, Computer Science, Electrical Engineering, or a related field; or 5+ years of hands-on NOC experience or equivalent combination of education and experience.

The following certifications are preferred:

• iDirect or GVF certification
• CCNA or CompTIA Network+ or equivalent networking certification

COMPENSATION

Kymeta is committed to fair and equitable compensation practices. In the spirit of pay transparency, we established the hourly pay range for this position to be $40.00 - $67.00 per hour. This is the full base salary range for the role. Hiring at the maximum of the range would be atypical, to allow for future and continued salary growth. Compensation packages are based on a variety of factors unique to each candidate, including but not limited to: skill set, years and depth of experience, certifications, and geography. The total compensation package for this position includes an annual target bonus of 10%, stock options, and benefits listed below. We believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer.

BENEFITS

We offer a competitive benefits package which includes:

• Medical Plans: A choice between two competitive options
• Flexible Spending & Health Savings Accounts
• Vision & Dental
• Life/AD&D
• Employee Assistance Program
• 401k
• Paid Time Off
• Exempt employees: Flexible PTO and 12 paid holidays per year
• Nonexempt employees: 15 vacation days, 7 sick days and 12 paid holidays per year

Kymeta is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.