Customer Support Engineer
Richardson, Texas
Title: Customer Support Engineer
Location: Either in Richardson, TX or RTP (75082 OR 27709)
Duration: Contract
- We are seeking a SP Mobility Customer Support Engineer (CSE). This opportunity provides a highly motivated individual an opportunity to work with some of the largest mobile operators in the world. The CSE provides post-sales support and project / customer management for the Intelligent Mobile Gateway.
- The CSE opportunity allows for in depth understanding of several key growth segments of the Mobile marketplace including Linux, Hypervisors, Cloud Orchestration and WAN/LAN facing transport technologies.
- The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.
- Multi-tasking and the ability to successfully manage multiple issues at once are necessary for the CSE. The CSE will also build and maintain relationships with existing customers as well as work with new customers as they come on-line.
Responsibilities:
- Provide tier one and tier two technical support.
- Participate in daytime and night/weekend on-call rotation.
- Troubleshoot wireless service provider networks to quickly resolve downtime and outages.
- Maintain CRM database for active issues.
- CSE is the owner of issues as they arrive and throughout the resolution process.
- Utilize the technical service lab to recreate and resolve customer issues.
- Develop expertise in specific areas (i.e. technology, product, solution).
- Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...).
- Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.
- Effectively communicate/escalate issues to engineering within company, and resolutions/work-around to the customer.
- Customer Support represent the companys technical capabilities and manage day-to-day technical needs of service provider customers.
- Support / enable customer specific solutions to grow business. Steer customer expectations according to product and network management capabilities.
- Beta Support drive successful new product introduction in partner labs and customer live network.
Required Skills:
- Experience with Remote Customer Support
- Strong Knowledge of Linux/Solaris/Unix on x86 server platforms.
- Minimum of 5+ years of experience or graduate school equivalent in the telecommunications industry.
- Strong knowledge of IP-related protocols including TCP/IP, UDP, IPSEC, OSPF, BGP, VLANs, and general Routing and Switching protocols.
- Knowledge of PPP, L2TP, RADIUS/AAA a plus
Please email resume to the below for immedidate consideration.
Kim Nguyen
Experis,
408-369-4109
kimchi.nguyen@experis.com