Role Overview
Viasat is seeking an MSO Technical Support Engineer to join its Viasat Global Services (VGS) team in Hyderabad, Telangana, India. In this technical operations role, you will interface directly with commercial customers and collaborate with Network and Service Operations Engineers, DevOps squads, and the Tactical Assistance Center (TAC). You will monitor core network infrastructure, investigate complex hardware and software incidents, support terminal provisioning, and perform advanced packet and log analysis to optimize mobility network performance.
Core Responsibilities
- Customer & Network Support: Monitor support channels to deliver rapid incident triage, troubleshooting, and resolution for commercial satellite and broadband customers.
- Terminal Provisioning: Support the configuration, provisioning, and operational onboarding of new satellite and mobility terminals.
- Diagnostics & Packet Analysis: Conduct deep-dive root cause troubleshooting on network anomalies using Wireshark packet captures and advanced Splunk log analytics.
- Cross-Functional Collaboration: Partner closely with DevOps teams and the Tactical Assistance Center (TAC) to troubleshoot software and hardware defects affecting the mobility network.
- Incident Management: Document detailed diagnostic procedures, progress, and resolutions in ticketing systems (Salesforce CRM), while communicating outage and maintenance alerts to external stakeholders.
- Knowledge Sharing: Train and mentor peers on newly established processes, operational workflows, and network technologies.
Qualifications & Requirements
- Educational Background: Bachelor’s degree in a technical discipline (or 3 to 5 years of equivalent relevant practical/military experience).
- Programming & Web Skills: Fluency in Python, Java, or C#, alongside practical knowledge of SQL, JavaScript, and HTML.
- Operating Systems & Tools: Hands-on experience working in Linux/Unix environments and familiarity with CRM platforms such as Salesforce.
- Networking & Infrastructure: Solid technical understanding of TCP/IP protocols, broadband networks, network monitoring systems, and satellite communications hardware/software.
- Packet & Log Analysis: Advanced experience utilizing Splunk for monitoring and troubleshooting, combined with proven packet capture analysis using Wireshark.
- Helpful Experience: 2+ years working within a Network Operations Center (NOC) and 3+ years in a customer-facing technical support capacity.
About Viasat
Viasat is a global communications company focused on connecting people, businesses, and governments around the world across air, land, sea, and space. Through its advanced satellite network and digital platforms, Viasat delivers high-speed, secure, and resilient broadband connectivity to communities and critical missions worldwide.