Product Support Engineer (Remote)

SmartSky Networks, LLC is seeking a full-time Product Support Engineer with the ability to work remotely. As a fast-growing, dynamic technology company there is great opportunity for professional growth with this hands-on role in the Customer Operations department. Position requires a self-motivated and detailed individual with at least 5 years of experience in similar roles.

The Product Support Engineer (PSE) forms a part of the SmartSky Customer Operations Department, reporting to the head of Product Support. This role provides engineering and technical liaison support, product training and associated responsibilities to SmartSky Networks Sales, Marketing and Value-Added (VAR) Service teams, Partners and End-Customers as necessary. In addition, this position may assist with other ongoing initiatives and tasks within the organization. This position provides a vital “face of Company” and demands a highly motivated, professional, and ethical attitude, with a strong desire to act as an advocate for the most important people we represent, our customers.

Essential Duties and Responsibilities:

• Creation and review of systems architecture concepts, diagrams, and technical briefs to support sales and product introduction initiatives.
• Support on-site Customer meetings and presentations, providing technical knowledge in support of sales, aircraft installation and certification activities.
• Provide Tier 3 subject matter expert (SME) support to SmartSky's frontline Tier 1 & Tier 2 Support and Service-Billing Partners.
• Rotating coverage for SmartSky Networks 24/7/365 Support line
• Support Aircraft equipment Returns (RMA) assessment, coordination and issuance to Partners and Customers.
• Support Applications and Services development and integration efforts to support value added capabilities of the SmartSky4G system including networking, aircraft data bus and ground-based solutions integration efforts.
• Sales team consultation and recommendations on suitable Aircraft connectivity solutions for a wide range of Aircraft airframes to satisfy Customer needs and ensure expectations are realized while promoting SmartSky Networks capabilities.
• Provide technical input to Requests for Information and Proposals, assisting with data for RFI/P creation and review as required.
• Acts as sales/ customer technical advocate regarding system performance quality, service outages, issue / complaint resolution, feedback, and future functionality requests.
• Assist with the creation and delivery of product and associated applications training to Partners and Customers as required.
• Provide technical data and marketing assistance to the Marketing team in support of Product and Industry literature and applications promotion.
• Assist with Trade-show Product Introductions and training to promote and demonstration SmartSky Networks capabilities and solutions.

• Provides engineering support to vendors developing and designing avionics for SmartSky product line.
• Creation and review of documentation submitted to the FAA to show compliance for DO-160 and as part of a data package for STC and/or PMA.
• Create and review Aircraft Installation and Operation Manuals for SmartSky aircraft radios and ground support equipment.
• Provides on-site systems engineering support and oversite of STC Ground/Flight Testing and DO-160 Compliance Testing.
• Support system integration testing and analysis for solutions containing multiple or individual SmartSky Products interfaced with third-party equipment.

• Investigate reported technical discrepancies, diagnose, troubleshoot, solve, document the solution process.
• Frequent travel (>50%), sometimes with short notice (i.e., <3 days in advance).
• Must hold current passport. May require international travel on a limited basis.
• Other duties may be assigned as required in support of the Company’s objectives and goals.

Desired/Required Skills, Qualifications, and Work Experience:

• Integration, installation, support, maintenance, or testing & certification experience in one or more of the following areas:
  • Air-to-Ground, Satellite and/or cellular Connectivity
  • Avionics systems and interfaces
  • Maintenance experience
  • Critical Navigation & Communications systems
  • In Flight Entertainment systems
  • Aircraft Wireless systems
  • Wide area / local area networking systems, planning, traffic management
  • Applications verification and testing
• Cross-market experience in General/Business and Commercial Aviation Operations, systems and aircraft integration.
• Knowledge of avionics engineering best practices
• Ability to read and interpret aircraft wiring diagrams and structural drawings
• Ability to read and interpret FAA and RTCA documents
• Knowledge of Basic Electronics (Analog and Digital)
• Familiarity with RF Theory
• Telecommunications experience
• Experience with I.P. Configuration, Routing and Networking
• Experience with Wi-Fi Access Points and LAN
• Technical writing
• Familiarity with aircraft structural composition
• Understanding of avionics manufacturing processes
• Strong communication and interpersonal skills are a must
• Ability to be flexible to adjust to changing field conditions

Required Certifications/Licenses/Degrees:

1. Four-year degree or equivalent experience
2. FAA A&P (Desired)

Desired Education Level: Bachelor’s Degree

Years of Experience Required: 5-10 years

How much travel is required in %: ___>50

Candidate must be authorized to work in the United States.

PHYSICAL DEMANDS AND WORK ENVIRONMENT (Modify as applicable for this position):

• Frequently required to stand, walk, and sit
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• May occasionally be required to work near moving mechanical parts
• While performing the duties of this job, the noise level in the work environment is usually quiet, however, when working on-site occasionally may experience loud environments
• The employee must occasionally be able to lift and /or move more than 30 pounds
• Must be fit to travel by air without restrictions
• May be required to work outside during various weather conditions for >1 hour

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.