Hybrid Service Support Engineer

at Eutelsat Group

• Job title: Service Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Postgraduate Degree
• Tech skills: Linux, Python
• Location requirements: Hybrid, Mexico City, Mexico

About the role

• Service Support Engineer at Eutelsat Group managing satellite connectivity issues and leading incident resolution. Driving service reliability and working with cross-functional teams in a hybrid role.

Responsibilities

• Act as technical lead and L3 escalation point for complex, high-impact incidents affecting satellite connectivity services
• Own and coordinate end-to-end technical investigations across network, platform, terminal, and radio domains, ensuring structured root cause analysis and corrective actions
• Drive service reliability and performance improvement initiatives, including trend analysis, KPI definition, and continuous service optimization
• Lead post-incident reviews and contribute to problem management, preventive actions, and long-term service hardening
• Define and enhance monitoring, observability, and reporting frameworks to provide actionable insights into customer experience and system health
• Provide technical leadership in early-life support for new services, platforms, terminals, and network releases
• Collaborate with Product, Engineering, NOC, and external partners to influence architecture, operational readiness, and supportability of new solutions
• Promote and implement automation, tooling, and process optimization to improve operational efficiency and reduce MTTR
• Contribute to knowledge sharing, documentation, and operational best practices
• Support release management for User Terminals and service platforms, including validation, rollout readiness, and operational handover

Requirements

• Master’s degree (or equivalent experience) in Telecommunications, Networking, Aerospace Engineering, or related field
• 5+ years of experience in operational support, service assurance, NOC/L3 environments, or service reliability engineering
• Strong experience with: IP networking and troubleshooting (ISO/OSI stack, routing, performance analysis)
• Network diagnostic tools (Ping, iPerf, tcpdump, Wireshark, traceroute)
• Linux environments, SSH, scripting (Python preferred)
• User terminal and access technologies (VSAT, mobility solutions, customer premises equipment)
• Proven ability to lead complex incident resolution in high-availability, customer-facing environments
• Excellent written and verbal communication skills, with the ability to engage technical and non-technical stakeholders
• Strong resilience, prioritization, and decision-making skills in high-pressure operational contexts

Benefits

• Flexible work arrangements
• Professional development opportunities