Careers at EXFO
We are looking for a Technical Leader- Services APAC to join the EXFO’s service assurance, systems & solution customer support group. The person we are looking for possesses strong customer facing skills with a focus on systems administration & troubleshooting.
At EXFO, you will work day-to-day with worldwide system engineering and Technical support teams. Your primary responsibilities will be to analyze and resolve customer issues in partnership with the different engineer teams of our solutions for network monitoring & analytics.
Lead complex troubleshooting and resolve critical or escalated technical issues from customers.
Configure and troubleshoot customer related issues. Participate actively in on-call support with different global field partners or end customers, which may include occasional after hours and weekends shift work. This also includes handling escalations if any due to product related issues.
Participate to customer issues prioritization calls with the Technical Support team L3.
Build automation and participate actively in the scripting strategy, to restore & resolve customer issues.
Troubleshoot customer system’s performance at the hardware, software and Database level.
Provide Technical help and support to L2 Customer care engineers for resolution of customer’s issues.
Accountable for customer satisfaction on the resolution and maintaining SLA (Service Level Agreements).
Advanced level Linux skills, including installation, systems administration and troubleshooting
Advanced Wireless protocol understanding
Advanced networking skills (TCP/IP, Subnetting, VLANs, IPv4/IPv6 routing, firewall and SSL/IPSec VPNs)
Experience with database (SQL, Sybase, Oracle)
Experience in DevOps tools and Kubernetes.
Expertise with virtualization technologies (VMware)
Experience in Cloud computing like Azure, AWS
Required skills and aptitudes
Strong communication and collaborative skills are a must.
Ability to communicate clearly and transparently in English, verbally and in writing, keeping the right people informed of relevant issues;
Work well in a fast paced, dynamic environment with geographically distributed teams;
Self-motivated, results-oriented with a strong desire to learn;
Ability to Analyze and Prioritize.
Ability to drive special task force teams to accelerate specific customer situations proactively.
Bachelor degree in Software Engineering or Computer Science
Minimum of 12 years in hands-on technical role
Includes occasional after hours and weekends shift work