Customer Support Engineer

  • location: Richardson, TX
  • type: Contract
  • salary: $42 - $52 per hour
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job description

Customer Support Engineer

job summary:
We are seeking a Customer Support Engineer (CSE) to support vMS (Virtual Managed Solutions) products and full solution. The vMS consists of several ala carte products, ESC (Elastic Services Controller, Cisco Network Service Orchestrator (NSO), and OpenStack Custom Features, CVPN (Cloud Enabled Virtual Private Network and a custom Web Portal. Knowledge of Enhanced Packet Core (EPC) and/or Cisco Policy Services (CPS) technologies and platforms are a plus.

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.

location: Richardson, Texas
job type: Contract
salary: $42 - 52 per hour
work hours: 8am to 5pm
education: Bachelors
Provide tier one and tier two technical support.

Participate in daytime and night/weekend on-call rotation.

Troubleshoot service provider networks to quickly resolve downtime and end outages.

Own incoming issues and drive them to resolution.

Update case notes to reflect current status of support cases.

Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.

Develop additional 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...).

Customer Support - represent the company's 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.

Perform ad hoc analysis and tasks as assigned

Network Planning (external) - deliver expert consulting, design and engineering support to customers for sales opportunities. Work with Sales and Professional Services to develop state-of-art customized solutions for Carriers worldwide. Recommend technical solutions to improve customer operations.

Network Planning (internal) - provide technology consulting for internal teams (i.e. Product Management, Marketing, Sales). Convert external customer requirements into recommendations for new product features and improvement in existing products.

skills: Required Skills;

Linux (3 Years)

VM Ware (3 Years) or KVM (3 Years)

OpenStack (2 Years)

Nagios/ELK (1 Year)

Jenkins (1 Year)

Strong analytical, problem solving and organizational skills.

Strong written and verbal communication skills.

Minimum of 5+ years' experience or graduate school equivalent in the telecommunications industry

Deep Desire to continue learning and demonstration of technical curiosity

Python, Perl, C, Java or any programming/scripting experience

Skills considered a plus:

Software Defined Networking experience

Experience with high availability service provider or data center environments

Experience with any Orchestration software, YANG data models, NETCONF protocol or other orchestration components with a desire to learn about creating Yang models

System Design, Configuration Management, Development and Deployment of virtual services in multiple environments

BS in Engineering/Computer Science/IT and/or equivalent experience, Master's degree a plus.

CCIE not required, but is a plus

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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