System Support Engineer

Key Responsibilities:

• Conduct timely engineering investigations on customer/field system issues of high complexity and criticality.
• In an autonomous manner, identify root causes of issues and propose relevant solutions to the appropriate development engineering team.
• log analysis experience
• In-flight entertainment (IFE) experience is must.
• Provide regular updates on investigation progress to Management, IFE Engineering and the SPE of the account, and regional teams.
• Proactively take ownership of airline and field reported issues, analyzing, characterizing, and conducting engineering investigations related to Systems, Software, and Hardware.
• Establish, coordinate, and execute investigation action plans to address reported issues.
• Analyze data, software logs and system BITE, develop data science parsers, and design automation scripts to support reproduction of rare issues in engineering labs.
• Utilize engineering labs to replicate field issues based on identified patterns - troubleshoot issue and root cause once reproduced.
• Collaborate with relevant stakeholders; including SW Development Engineering, third-party suppliers, Hardware Engineering, System Engineering and Product Design Authority, in order to elaborate the appropriate design changes that will prevent the issue to happen on the long term.
• Monitor the success of the fixes/solutions in the system benches and when deployed to the airline.
• Document plans, progress, and conclusions in the designated issue tracking system.
• Participate actively in the Field Issue Review Board for the assigned platform, providing cross-functional support on ongoing investigations and assisting team members as needed.
• Remotely connect to problematic aircraft to investigate live issue, or in order to help correcting it in case of urgency (AOG).
• Track and communicate findings from completed investigations and known fixes, detailing issue signatures, system impacts, and specific fix information to the IFE Engineering and AGS back and front office.
• Support meetings with field teams, program management, suppliers, or industry tech forums upon request.
• Perform missions to airlines or MROs for the resolution of major issues and Entry Into Service as required.
• Offer feedback and recommendations for enhancements of operational tools (ground and on-wing tools, data science, maintenance recommendations algorithms...) and associated processes.

Qualifications:
Bachelor's degree in Computer Science, Information Technology or related field or Master's degree


Experience Range:
5 - 7 Years

Must Have :


Identify root causes of issues (System level) and propose relevant solutions to the appropriate development engineering team


Analyse data, software logs and system for the field/Customer reported issues in IFE (Inflight Entertainment) and conducting engineering .


Utilize engineering labs to replicate field issues based on identified patterns - troubleshoot issue and root cause once reproduced.

Nice to Have:


Develop parsers, and design automation scripts to support reproduction of rare issues in engineering labs. (Any scripting language)


Remotely connect to problematic aircraft to investigate live issue, or in order to help correcting it in case of urgency