Lead Support Engineer, Mobility

What you'll do

• Define BITE fault taxonomies, impact classifications, and alerting thresholds for connectivity systems.
• Build support playbooks and escalation logic for new systems, failure modes, and customer scenarios.
• Establish monitoring requirements and telemetry data points for hardware health and connectivity KPIs.
• Lead root cause analysis and coordinate resolutions for recurring or fleet-wide hardware and software issues.
• Manage a team of Support Engineers, including workload assignment, mentoring, and performance development.
• Author and maintain troubleshooting SOPs, work instructions, and decision trees for field execution.
• Own the technical customer relationship by leading technical components of MBRs and QBRs.
• Drive product enhancement requirements by identifying gaps in monitoring data and field reliability trends.

What we're looking for

• Must be a U.S. citizen, national, permanent resident, or lawfully admitted as a refugee or granted asylum.
• 8+ years of experience in satellite, in-flight, maritime, or equivalent enterprise connectivity systems in field support or product support engineering roles.
• Experience leading hardware and software investigations, including root cause analysis and failure mode identification.
• Experience with MTBF/MTBUR analysis, reliability trending, and using repair data to improve fleet performance.
• Experience defining monitoring thresholds, data requirements, and fault taxonomies for in-service support tooling.
• Proficiency in Linux-based diagnostics, log analysis, and network troubleshooting (TCP/IP, DNS, DHCP, VLANs, Wi-Fi).
• RF troubleshooting experience including VSWR, insertion loss testing, and satellite terminal diagnostics.
• Export Control Requirement: Due to applicable export control laws and regulations, candidates.