- Software for Satellite Communication
At Gatehouse Satcom, we are looking for a tech support lead who is passionate about solving technically complex problems for our world-leading clients within the satellite communication industry.
Gatehouse Satcom works closely with satellite operator Inmarsat and, since the launch of their BGAN system more than 20 years ago, has been delivering software to manufacturers of BGAN satellite terminals. This includes protocol software for the terminal side, as well as various systems and applications for system testing and performance evaluation. BGAN is a global satellite service that operates via 6 GEO satellites, with the latest two launched in 2023, providing Inmarsat's network with increased capacity for new services, such as communication with drones.
Gatehouse Satcom is currently developing a new 5G business area within satellite systems that operate via LEO, MEO, and GEO satellites. This involves the development of NB-IoT (Narrow Band IoT) protocol stacks and physical layer software for both satellite and terminal sides. We actively participate in 5G 3GPP standardization work and develop our products according to the latest standards.
We are now looking for a technically strong Tech Support Lead to ensure that our customers' products are kept up-to-date and to support them in integrating and using our products.
About the Position
As a Tech Support Lead, you will be the person responsible for handling incoming customer inquiries in collaboration with the development department and ensuring that these are tracked to closure. Our customers include some of the world's leading equipment manufacturers in satellite communication, particularly in the aviation, defense, and space industries.
We aim to sharpen our focus on customer support both from a business and organizational perspective by building a dedicated support organization. The newly created Tech Support Lead role is the first step in this direction, and you will have plenty of opportunities to influence how we operate and continuously improve customer support, including through enhanced training and onboarding.
Initially, the primary focus will be on our BGAN products, but the 5G products are expected to become part of customer support in the near future. As we expand the support organization, there will be opportunities for more responsibilities, and the role may evolve into a leadership position for the right candidate.
Your day-to-day work will be varied, and you will have broad interaction with customers and the development department. You will also be in ongoing communication with the sales department regarding support agreements, customer satisfaction measurements, improvement of our support agreements, and expansion of the support business based on your knowledge of customer needs and our products.
Some travel activity is to be expected since we collaborate internationally with customers in Europe, Asia, and North America.
You are either in a similar role or work as a sales engineer, technical coordinator/project manager, or in another customer-facing technical role.
You have an educational background in engineering, computer science, or a related field and have an interest in, and preferably experience with, telecommunication, satellite, or wireless communication.
We expect that you
- Enjoy customer interaction.
- Have a good understanding of software development, testing, and debugging.
- Have an interest in training and onboarding customers.
- Are familiar with support management tools such as JIRA Service Management.
- Are an initiative-taking problem solver with good multitasking skills.
- Want to actively participate in support work and ensure appropriate involvement of the development department.
- Since we work internationally, it is important that you are proficient in English, both written and spoken.
What We Offer
We offer an exciting position in a growth-oriented software company with a solid financial foundation. You will quickly find that the environment at Gatehouse Satcom is dynamic, informal, purposeful, and business-focused. With the right skills and ambitions, there are excellent opportunities for professional and personal development within the company.
If the above has piqued your interest, we look forward to hearing from you as soon as possible. Feel free to contact CTO Søren Rønnest at 7020 1909 if you have any questions about the position.