Service Support Engineer

Country/Region: MX Connect with Eutelsat Group Be part of a new era in communications, transforming connectivity with Eutelsat Group – the world’s first GEO-LEO integrated global satellite operator. As a global leader in satellite communications, we provide infinite connectivity, broadcasting television channels and packages, transmitting news reports, provide wholesale broadband Internet access services. With Eutelsat Group You’ll Get To: Pioneer the future of Space Technology Bring connectivity to remote frontiers Collaborate with customer-centric experts Embrace cultural diversity in our global team Where your skills ignite opportunities & you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat Group, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space. Job Overview We are looking for an enthusiastic and skilled Service Support Engineer to join our team and play a critical role. This is a unique opportunity to make a significant impact within an organization that values growth, teamwork, and professional development. Who You Are: You have strong hands-on expertise in IP networking, LTE/5G, and satellite communications. You combine deep operational experience with a structured, analytical approach to service reliability and incident management. You are comfortable acting as a technical authority in front of demanding enterprise and governmental customers, and you can translate complex system behaviour into clear, actionable insights. You demonstrate ownership, leadership, and accountability. You proactively identify systemic issues, drive continuous improvement, and influence stakeholders across engineering, operations, product, and partners. You are motivated by building resilient, scalable services that directly impact customer experience and business outcomes. What You’ll Do: 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 What You’ll Need: 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 What We’d Love: Experience with satellite systems (GEO/LEO), radio link layer, and RF performance analysis Strong data analytics and visualization skills for service performance and reliability tracking Hands-on experience with Network Monitoring Systems and observability platforms (e.g., Grafana, Dataminer, Nagios, Prometheus) Familiarity with ITIL processes (Incident, Problem, Change, Service Management) Experience driving automation and reliability engineering practices (SRE mindset) Where You’ll Work: México City (Iztapalapa), hybrid role. This role includes on-call rotation and traveling mainly in EU. The Eutelsat Group treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by the Eutelsat group and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time). This role is a Eutelsat Group job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.