System Support Engineer

Key Responsibilities

• Conduct timely engineering investigations on customer field system issues of high complexity and criticality.
• In an autonomous manner, identify root causes of issues and propose relevant solutions to the appropriate development engineering team.
• Log analysis experience.
• In-flight entertainment (IFE) experience is must.
• Provide regular updates on investigation progress to Management, IFE Engineering, and the SPE of the account and regional teams.
• Proactively take ownership of airline and field reported issues, analyzing, characterizing, and conducting engineering investigations related to Systems Software and Hardware.
• Establish, coordinate, and execute investigation action plans to address reported issues.
• Analyze data, software logs, and system BITE; develop data science parsers and design automation scripts to support reproduction of rare issues in engineering labs.
• Utilize engineering labs to replicate field issues based on identified patterns - troubleshoot issue and root cause once reproduced.
• Collaborate with relevant stakeholders including SW Development Engineering, third-party suppliers, Hardware Engineering, System Engineering, and Product Design Authority in order to elaborate the appropriate design changes that will prevent the issue to happen on the long term.
• Monitor the success of the fixes/solutions in the system benches and when deployed to the airline.
• Document plans, progress, and conclusions in the designated issue tracking system.
• Participate actively in the Field Issue Review Board for the assigned platform, providing cross-functional support on ongoing investigations and assisting team members as needed.
• Remotely connect to problematic aircraft to investigate live issue or in order to help correcting it in case of urgency (AOG).
• Track and communicate findings from completed investigations and known fixes, detailing issue signatures, system impacts, and specific fix information to the IFE Engineering and AGS back and front office.
• Support meetings with field teams, program management, suppliers, or industry tech forums upon request.
• Perform missions to airlines or MROs for the resolution of major issues and Entry Into Service as required.
• Offer feedback and recommendations for enhancements of operational tools, ground and on-wing tools, data science, maintenance recommendations, algorithms… and associated processes.

Qualifications

• Bachelors degree in Computer Science, Information Technology, or related field, or Masters degree.

Experience Range

• 5 - 7 Years

Must Have

• Identify root causes of issues, System level, and propose relevant solutions to the appropriate development engineering team.
• Analyse data, software logs, and system for the field.
• Customer reported issues in IFE (Inflight Entertainment) and conducting engineering.
• Utilize engineering labs to replicate field issues based on identified patterns - troubleshoot issue and root cause once reproduced.

Nice to Have

• Develop parsers and design automation scripts to support reproduction of rare issues in engineering labs.
• Any scripting language.
• Remotely connect to problematic aircraft to investigate live issue or in order to help correcting it in case of urgency.