Technical Support Engineer (Aerospace) Cape Winelands

Helderberg Personnel cc is actively recruiting for a Technical Support Engineer (Aerospace) position in Cape Winelands. This is an excellent opportunity for professionals in the Engineering / Technical sector looking to advance their careers.

• Experience Level: 2 - 5 years • Educational Background: Bachelor or equivalent • Industry Focus: Engineering / Technical • Location Preference: in Cape Winelands

This Technical Support Engineer (Aerospace) role is critical in driving technological innovation and infrastructure development. Technical professionals are essential for South Africa's economic growth and digital transformation.

This role in Engineering / Technical offers valuable career progression opportunities aligned with your experience level and professional aspirations.

When applying for this Technical Support Engineer (Aerospace) position, ensure your CV highlights: • Relevant experience matching the 2 - 5 years requirement • Educational qualifications in line with Bachelor • Specific achievements in the Engineering / Technical field • Any certifications or specialized training

The Engineering / Technical sector in South Africa continues to show strong demand for skilled professionals. This position represents a valuable opportunity in the current job market.

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Salary: Market Related Job Type: Permanent Sectors: Engineering Reference: SW006593/AM Job Type: Permanent Sectors: Engineering Reference: SW006593/AM Sectors: Engineering Reference: SW006593/AM Reference: SW006593/AM

Employer: Helderberg Personnel cc

Our client in the aerospace industry is seeking a Technical Support Engineer to play a hands-on role at the heart of the customer experience, providing first line post-sales technical support. You will own the customer support experience end to end: resolving queries directly wherever possible, escalating them to our engineering teams where design-level input is required, and making sure every issue is tracked through to a conclusion. The role requires building functionality from the ground up. You will establish and maintain the platform their customers use to engage with them, including a support forum with FAQ knowledge base, take ownership of new customer onboarding, and work with their Technical Product Owners to improve documentation and ground support tools so that our products become easier to integrate and operate.

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 labEscalate 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 closedSupport 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 sectionsMigrate existing clients from the current Slack-based support arrangement onto the forum without disruptionConvert resolved queries into clear FAQ and knowledge base articles, so that recurring questions are answered once and thereafter self-served by customersModerate the forum, keep it populated with up-to-date content, and keep answer quality and turnaround high enough that customers choose to use itCustomer 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 manufacturersDevelop and maintain onboarding material, welcome packs, training material and recorded sessionsMaintain accurate records of each customer's hardware, including units, serial numbers, firmware versions and configuration, so that support is always given in contextDocumentation and product improvement Write and maintain user-facing documentation, including getting started guides, integration and operating manuals, application notes, troubleshooting guides and release notesAnalyse support trends to identify the recurring causes of customer difficulty, and feed these back to the Technical Product Owners as prioritised improvement requestsWork 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 timeReporting and continuous improvementReport on support performance, including response and resolution times, first line resolution rate, escalation rate, engineering time consumed by support and customer satisfactionContribute to the continual improvement of the sales and support process and its supporting documentationRequirements  BEng, BSc Eng, BTech or National Diploma in Electronic, Electrical, Computer or Mechatronic Engineering, or an equivalent technical qualificationAt 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 trackingWillingness to accommodate customer time zones outside standard office hours on occasion, particularly during launch and commissioning campaignsA valid passport and willingness to travel internationally from time to timeTechnical 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 operationThe ability to read and interpret schematics, interface control documents, acceptance test reports and telemetry logs. Practical laboratory skills with spectrum analysers, signal generators, vector signal analysers and power meters, including the ability to reproduce reported customer issues on the benchComfortable working with version control and collaboration tooling such as Git, Jira, Confluence, Slack and Markdown. Working understanding of FPGA firmware and embedded C, sufficient to read, debug and reason about device-level behaviour when supporting customer issuesAdvantageous Skills Familiarity with satellite communication standards and protocols such as DVB-S2 and CCSDSFamiliarity with typical embedded and spacecraft interfaces such as UART, RS-422 and RS-485, I2C, SPI, CAN, LVDS, SERDES, Spacewire and Ethernet. Scripting ability, preferably in Python, for log analysis, test automation and simple customer-facing utilities. Working knowledge of ground station software and orbital basics, for example GNU Radio, SatNOGS, Gpredict, two-line elements and pass prediction, would be an advantage