Customer Support Software Engineer

**Job Description**:- One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.Viasat is a global satellite communications company that believes everyone and everything can be connected. We’re driven by our ability to redefine what’s possible to make a difference in our customers’ lives today and tomorrow. We’re idealistic, resourceful, and grounded — always finding a better way to deliver connections with the capacity to change the world.- We do everything from low-level embedded systems development to large-scale distributed systems to cloud computing, machine learning, and big data analytics. We offer fast connections for consumers and businesses by providing residential broadband internet over satellite, managed enterprise Wi-Fi services, and the world’s best in-flight internet connectivity.**Responsibilities**:As a Customer Support Software Engineer, you will provide technical support over multiple channels to our US residential internet customers. Your goal is to not only solve customer technical issues, but to gather learnings from each issue that is debugged in order to develop automations that enable us to generate scalable solutions. Initially you will devote 100% of your time to interact with customers and collaborate with other engineers to solve these technical issues. Eventually, part of your time will go to developing automations that will allow us to scale solutions. You will work with (and under the supervision of) a few senior engineers that will train and lead our Product Improvement Initiative.**Customer Care Skills**- Maintaining a positive, empathetic, and professional attitude toward customers at all times- Responding promptly to customer inquiries- Communicating with customers through various asynchronous channels- Moderating our Customer Forum- Collaborating with other engineers to resolve customer technical issues- Knowing our residential product inside and out so that you can answer questions- Documenting reasons for customer calls, diagnosis process, and resolutions- Communicating and coordinating with colleagues as necessary- Recurrently provide feedback on the efficiency of the Closed Loop Care process- Experience working with customer support (plus)- Being curious, self-motivated- Excited to improve customer satisfaction**Software Engineering Skills**- You have junior Software Engineering experience- You're comfortable working with both front- and back-end languages- You have some knowledge of back-end languages (like C#, Java and Python)- You have some knowledge of front-end languages and libraries (like HTML, CSS and JavaScript) and JavaScript frameworks (like Angular, React, and Vue).- You're familiar with databases (like MySQL and MongoDB), web servers (e.g. Apache) and UI/UX design- You have experience with testing and debugging- You're analytical and good at time management- You have great communication and problem-solving skills- You're curious about new technologies and you're excited to find ways to implement them in your work- You have a big appetite to learn and improve your skills- You have networking knowledge/experience (plus)**Requirements**:- Bachelor’s degree in Software, Computer, or Systems Engineering or related field- Experience working in a collaborative environment- Experience working directly with customers is a plus- Professional proficiency in English is required- Authorization to work indefinitely in Mexico**Additional Requirements and Information**:- Minimum Education- Bachelors Degree- Years of Experience- Other- Travel- None- Citizenship- Valid Work Permit or Visa required for the country you would be located and working from- Clearance- None- Worker Classification- Temporary Employee