Technical Support Engineer; Aerospace Job Stellenbosch area,South Africa,IT/Tech

Position: Technical Support Engineer (Aerospace)
Responsibilities

First line customer support Act as the first point of contact for all post-sales technical queries from our customer base, across the full product range. Screen, classify and prioritise incoming support requests, and resolve the majority thereof independently using product knowledge, documentation and reproduction of the issue in the lab Escalate the issue to the engineering team where the issue requires design-level input, while remaining the owner of the ticket through to closure.

Ensure that every issue is tracked, answered within agreed response time, and confirmed as resolved by the customer before it is closed
Support platform and knowledge base Develop, in partnership with the Process Owner, a customer support forum with an integrated ticketing system, and structured FAQ and knowledge base sections Migrate existing clients from the current Slack-based support arrangement onto the forum without disruption Convert resolved queries into clear FAQ and knowledge base articles, so that recurring questions are answered once and thereafter self-served by customers Moderate the forum, keep it populated with up-to-date content, and keep answer quality and turnaround high enough that customers choose to use it
Customer onboarding Take ownership of new customer onboarding sessions, tailoring the content to the customer's level of experience, from first-time university teams to experienced satellite manufacturers Develop and maintain onboarding material, welcome packs, training material and recorded sessions Maintain accurate records of each customer's hardware, including units, serial numbers, firmware versions and configuration, so that support is always given in context
Documentation and product improvement Write and maintain user-facing documentation, including getting started guides, integration and operating manuals, application notes, troubleshooting guides and release notes Analyse support trends to identify the recurring causes of customer difficulty, and feed these back to the Technical Product Owners as prioritised improvement requests Work with product owners and the software team to make ground support tools and product interfaces more intuitive, with the explicit goal of reducing the support volume over time
Reporting and continuous improvement Report on support performance, including response and resolution times, first line resolution rate, escalation rate, engineering time consumed by support and customer satisfaction
Contribute to the continual improvement of the sales and support process and its supporting documentation

Requirements

BEng, BSc Eng, BTech or National Diploma in Electronic, Electrical, Computer or Mechatronic Engineering, or an equivalent technical qualification
At least 2 years' experience in a customer-facing technical role such as technical support, applications engineering, field service, test or systems integration.
Excellent written and verbal communication skills in English, with a demonstrable ability to write clear technical material for an international audience.
Strong organisational skills and a methodical approach to record keeping and issue tracking
Willingness to accommodate customer time zones outside standard office hours on occasion, particularly during launch and commissioning campaigns
A valid passport and willingness to travel internationally from time to time

Technical Skills

A sound understanding of RF and digital communication fundamentals, including link budgets, modulation and coding schemes, forward error correction, EIRP and G/T, S-band, X-band and Ka-band operation
The ability to read and interpret schematics, interface control documents, acceptance test reports and telemetry logs.
Practical laboratory skills with spectrum…