Technical Assistance Center Engineer

## About us At Viasat, the work you do helps people stay connected in ways that matter, from everyday moments to critical missions across air, land, sea, and space. We’re a place for people who are curious, bold, and motivated by meaningful work. Here, you'll have the opportunity to make an impact, explore new possibilities, and grow your career in ways that align with your interests and goals.

When you're ready to take on something new, you'll find leaders who support your development and help you turn your ambition into action. ## What you'll do As a Technical Assistance Center(TAC) team member, you will serve as the critical bridge between customer operations and DevOps teams supporting Viasat’s global networks.

In this role, you will contribute to global incident response operations by supporting service restoration efforts and helping maintain Service Level Objectives (SLOs) and Service Level Agreements (SLAs).

You will also develop technical expertise in Viasat networking and satellite technologies while expanding your operational and incident management skills. ## Key Responsibilities - Incident Management: Coordinate communication, documentation, and escalation activities during critical outage and customer-impacting events. - Multi-functional Collaboration: Collaborate with DevOps and hardware infrastructure teams to assist in the diagnosis and resolution of complex technical issues. - Communication: Provide timely, detailed status updates to internal customer-facing teams and external partners, including global onsite vendors, fiber providers, and third-party support teams. - Technical Support & Coordination: Collaborate with engineering teams using a diverse suite of networking, RF, and proprietary Viasat technologies to maintain global connectivity. ## The day-to-day - Triage alerts to identify and isolate customer-impacting issues, escalating critical events to senior teams as required. - Participate in incident response activities, supporting bridge calls and engaging appropriate engineering teams for rapid fault isolation. - Communicate real-time updates regarding system status to internal customer-facing teams and external global partners. - Coordinate field logistics, managing the dispatch of onsite vendors and fiber providers to resolve physical site issues. - Fix and help isolate problems related to Tier 2 customer escalations, employing growing knowledge of Viasat's global network environment. - Manage ticket queues actively, tracking documentation to ensure strict alignment to established SLAs and SLOs. ## What you'll need - Experience in a technical operations environment, such as a Network Operations Center (NOC), Technical Assistance Center (TAC), Enterprise IT, or Technical Call Center. - Hands-on experience managing network incidents, including outage event handling, circuit-impacting events, or service degradations. - Proven capability to escalate and coordinate effectively with external vendors and providers to resolve complex technical issues. - Introductory experience with AI tools and Large Language Models (LLMs), specifically using AI assistants for fixing, documentation, or workflow optimization. - Basic familiarity with query languages or data analysis tools (e.g., SQL, KQL, or similar) to parse logs and system alerts. ## What will help you on the job - Radio Frequency (RF) and Satellite communication knowledge. - Understanding of the OSI model and networking concepts, including common routing protocols. - Experience using enterprise ticketing platforms such as ServiceNow, Jira, or Salesforce. ## EEO Statement Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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