Senior Support Engineer

The role

Act as a senior technical support focal point for mission operations and ground segment systems, ensuring operational issues are investigated, managed, and resolved effectively. Provide second-line and advanced support for mission control systems, ground segment infrastructure, telemetry and command systems, operational tools, and data flows. Lead technical troubleshooting during operational issues, anomalies, test campaigns, rehearsals, and mission readiness activities. Support Orbit Determination and Analysis, Mission Planning, and related operational products by coordinating inputs, validating outputs, resolving support issues, and ensuring planning data is operationally usable. Drive operational automation improvements by identifying opportunities to improve monitoring, alerting, troubleshooting workflows, data checks, reporting, and overall support efficiency. Coordinate issue resolution across mission operations, spacecraft engineering, ground segment engineering, flight software, IT, cyber security, vendors, and external service providers. Own and improve support processes, including incident management, escalation paths, root cause analysis, corrective actions, and support readiness. Lead the creation, review, and improvement of support documentation, troubleshooting guides, operational procedures, training material, and knowledge base content. Support the training and mentoring of Support Engineers, operators, and new joiners, helping build team capability and operational confidence. Monitor recurring issues, system trends, support metrics, and operational risks, recommending improvements to reduce failures and improve reliability.

What we expect

• Strong experience in satellite operations, ground segment operations, mission control systems, systems support, or another high-reliability technical environment.
• Proven ability to troubleshoot complex technical issues across operational systems, interfaces, infrastructure, data flows, and support tools.
• Good understanding of mission operations concepts, including routine operations, anomaly response, maintenance, readiness, testing, and operational handover.
• Experience leading issue investigation, root cause analysis, corrective action tracking, and stakeholder coordination.
• Ability to create and improve technical documentation, procedures, support guides, training material, and operational knowledge bases.
• Strong communication and coordination skills, with the ability to work across technical teams, operational teams, vendors, and management.
• Ability to mentor junior team members and provide technical leadership during operational support activities.
• Strong operational judgement, with the ability to prioritise issues based on mission impact, system criticality, and operational risk.