Roles and Responsibility
This is a highly technical role, providing technicalsupport to Company’s retail customers, Enterprise customers and their NetworkOperations Center teams. The role coversarchitectural, design, and implementation consultancy support that will includeset up of support policies, technologies, and processes along with triage offield issues.
The Senior Support Engineer will be required to developand maintain an expertise in the relevant Company products and ensure that ahigh level of customer satisfaction is maintained with customers. Inaddition to knowledge of the Company products, the Senior Support Engineer willbe expected to bring, maintain, and develop knowledge and skills of thesurrounding systems, software and vendor landscape, as well as customerrequirements and industry best practice.
Required Skills :
- Network management skills : In depth knowledge of OSI / TCPIP layers, strong understanding of LAN technologies like DNS, DHCP, Bridging,Switching, Routing
- Prior experience in Linux, Red Hat Linux, Fedora, andUbuntu based development and Networking. Open WRT and RDK experience preferredbut not required.
- Familiar with operation of management tools and networkanalyzers like Sniffer, Wireshark, tcp dump.
- Trend analysis to help deliver more efficient solutionsto customer network.
- Good understanding of Cloud Architectures, virtualization,and various enabling technologies from vendors.
- Strong understanding of Wireless Networking and Standards
Responsibilities :
Provide Customer Support with the recommendedtroubleshooting steps for technical issues, keep track of unresolved andescalated issues, and take ownership of more complex customer issues untilthey’re fully resolved.Drives diagnosis, troubleshooting and thorough testing ofreported problems that are not easily reproducible.Use higher level networking tools to test and reproducecomplex network connection and performance issues in a comprehensive manner.Conducts reverse engineering for known and suspectedissues.Document and open support tickets for Customer issuesLead cross-functional customer experience review sessionswith Product and Engineering. Communicate clear and actionablerecommendations towards product improvement (including bug fixes and newfeatures) during these sessions and manage prioritization of these requests.Proactively seek to identify trends based on callsreceived and cases created by the Customer Support team.Work to immediately notify the Product and Engineeringteams of these trends, while also identifying possible underlying technical issues,and recommending possible solutions.Escalate cases and develop relationships with Engineeringto resolve issues in a timely and effective manner.Work closely with Service providersand Enterprise customers to help them gain a good understanding of thetechnical issues and the paths towards resolution. Provide both strategic andday-to-day technical expertise and support for assigned accounts.Develop strong technical relationships at the highestlevels within the accounts.Manage the timely, accurate and quality delivery of thecompany products and technical support to these accounts as required to meetsales goals.Develop Support tools with Engineering to enablecollection of useful data for faster diagnosis and resolution of issues.Define requirements that will enable increasedsupportability of the Company product.Writes policies and standard operating procedures tosupport effective use of proactive Support technologies and systems.Conduct in-depth technical training and transfer ofknowledge sessions to enable Enterprise customers and junior Customer Supportmembers to provide technical support to the end customers.Primarily work during US working hours, however, beflexible to work in shifts as required.