The Customer Support Engineer is a seasoned professional who has extensive technical experience supporting customers using high-value, IP-based, networking solutions within various telecommunications service providers and large enterprise customers. Highly developed organizational and people skills are a must as you will be establishing and maintaining long-term relationships.

This position requires a person who can display strong knowledge in a number of technologies, can operate under minimal supervision, is a self-motivated, fast learner, and is highly competent in communicating technology concepts with customers, partners, sales, and fellow employees. Superior technical ability and trouble shooting skills with UNIX operating systems, databases, IP network infrastructure, and network applications are critical to this position.

Responsibilities

• Telephone and email technical support of customers
• Timely, consistent and accurate documentation of customer requests and responses in CRM system
• Manage assigned customer issues, update status, and regular follow up with customer
• Communicate with sales and system engineering on customer issues
• Interface with engineering on escalated issues, provide information as requested, and enter bugs as necessary
• Document problem solutions in CRM knowledge base
• Assist customers with upgrades and patches
• Provide support to Pre-Sale team on product evaluations and installations
• Provide relevant customer feedback to marketing on features
• On-call after hour support on a rotation basis
• Manage escalations; take a leadership role in prioritizing customer issue and ensuring they are being worked on based on priority

Requirements

• Strong Customer Support experience (5+ years)
• Supported telecom carrier or large enterprise customers
• Worked for data/voice products company
• Experience using CRM systems, and has strong documentation skill
• Demonstrated escalation and priority setting skill
• Excellent problem solver and trouble shooter

Technically competent & hands on in the following areas

• Unix (Solaris or Linux)
• Database (Oracle a plus)
• Data, Voice, Wireless, and Video Networks, network design principles including VLAN implementation, subnetting, spanning tree, VLAN trunking, and inter-VLAN routing
• Network protocols, TCP/IP & SNMP. (VoIP a plus)
• Professional service experience with Java, Perl, or XML (a plus)
• Familiar with network monitoring or test tools
• Familiarity with IP routing protocols including RIPv2, ISIS and BGP
• Knowledge of TDM services including T1/E1, T3/E3, OCx circuits and Frame Relay
• Knowledge of IP telephone network design

Customer/People Skills

• Strong presenter and communicator
• Capable of cross-selling products and services
• Customer advocate
• Understands and is sensitive to customer business requirements
• Strong team player, leads by example
• Presents solutions not problems

General Aptitudes

• Self motivated with strong team attitude
• Strong planning, organizational, and prioritization skills
• Process oriented
• Strong work ethic and integrity
• Operates with a high degree of professionalism
• Effective written and verbal communicator
• Demonstrates strong judgment and analytical skill
• Initiative and accountability
• Adaptable to change/flexible
• Innovative technical problem solver

Education: Associates or Bachelor of Science degree in Computer Science or related field, or equivalent experience

Authorization to work in US.