The Satcom Direct Comunicações LTDA Field Support Engineer requires working with the Technical Support team to quickly and efficiently resolve customer complaints, troubleshoot IP and telephony networks, maintain a proactive approach towards problem solving, providing training and working on provisioning services.

To perform the job successfully, the right candidate must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently execute the functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) operations standards, established safety/security rules and requirements for company work guidelines.

Come on board the Satcom Direct Comunicações LTDA Technical Support team!

How will you make a difference?

•    Provide telephone and/or onsite technical support to customers and dealers through system setups and troubleshooting

•    Support customers in all aspects of training including but not limited to: use hardware, and compatibility of services. This extends to initial Entry into Service training requirements as well

•    Conduct meetings with customers to educate and promote products and services

•    Aid extended teams during regression testing and verification of bugs & respective fixes

•    Contribute towards refining operational process based on personal experience

•    Conduct onsite visits independently involving use of log capture tools 

•    Travel to locations all over SOUTH AMERICA as required to support and train customers as and when needed

•    Collaborate with the sales team with meetings, events, workshops and demo requirements 

•    Ensure tech publications are in order and make sure that if any discrepancy is found, fix

•    Activate, deactivate, or change provisioning of satellite communication services

Qualifications:

•    Degree in Technology (Network Management, Computer Science or IoT are desired)
•    1+   years of technical support experience
•    Fluent or advanced English for conversation and writing/text comprehension
•    Basic Spanish for conversation and writing/text comprehension is desired
•    Flexibility to handle after-hours and weekend support needs
•    Must be located in or near São Paulo, Brazil
•    Must already be eligible to legally work in Brazil

Required Skills, Talents & Experience

•    Good understanding and experience with IP based systems ranging from routers/switches to special application systems
•    Fault isolation by evaluating terminal debug/log files; referring Installation Manuals and Wiring Diagrams
•    Capable of conducting training classes on-wing or in classroom environment
•    Ability to present products and services portfolio at tradeshows and workshops
•    Can provision satellite services when requested
•    Outlook and CRM with the ability to adapt to a variety of other software databases.
•    Outstanding customer service, organizational time management skills, and ability to multi-task
•    Ability to maintain confidentiality

Preferred Skills, Talents & Experience

•    Understanding of VHF systems and data over VHF mediums is desired
•    Knowledge of cellular communication is desired
•    Proficient with general office software including but not limited to; Microsoft Office Suite; Word, Excel, and PowerPoint
•    Outlook and CRM with the ability to adapt to a variety of other software databases.
•    Excellent oral and written communication skills including the ability to interact successfully with internal and external contacts
•    Excellent interpersonal skills and demonstrated ability to work in a team as well as independently
•    Effective and confident decision making and problem-solving skills, especially under time constraints

This Job Description reflects the general nature and scope of the job.  It is not intended to be an all-inclusive or exhaustive document, and in no way states or implies that these are the only duties to be performed by the employee occupying this position. Other reasonably associated job duties may be assigned as necessary to meet company business demands. Satcom Direct is an At-Will-Employer.

Additional Information

Base Pay:

Based on experience and responsibilities.

Target Annual Short-Term Incentive:

Bonus Plan at 5% (% of Annualized Base Pay)

Eligible for Incentive Stock Program:

Yes

Benefits:

Gogo offers competitive benefits that can fit each employee’s needs. Visit the Careers page on our website for more information at www.gogoair.com/careers.

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Gogo is committed to equal opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.