Senior Customer Support Engineer

Job description

IP 4 th level support and test engineer Within R&D our focus is on customer issues that are escalated through the 2 nd and 3 rd level support organization. As such we have the role of 4 th level customer support engineers. We have a lot of interaction between Antwerp, California, Ottawa, Bangalore & the UK as our test and development environment is shared. In light of a rapidly growing customer base spread all over the world, the R&D support team is looking for an additional 4 th level support engineer in Sunnyvale, CA.

You will have the possibility to grow towards a L2/L3 IP network expert and as such become a key player within the IP division.

Responsibilities

Debug and resolve customer issues after they’ve been filtered by the 2 nd and 3 rd level support organizations. Interfaces to R&D, 3 rd level support team, account teams, business units and customers for technical consultation and customer support concerns. Debug complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives. Perform on-site product adaptations or enhancements to installed products.

Maintain problem status and problem resolution records. Prepare reports on problems encountered and methods of resolution applied, ensuring overall system integrity and reliability. Maintain awareness of new products and releases through regular updates with R&D, Product Management and QA. Generate release notes and update the Customer Service and Support Problem tracking database.

Qualifications

Education level and experience

Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience Expertise and skills : Personal commitment towards quality. Solution and customer oriented. Autonomous and result driven, able to closely cooperate with team members that are located in Sunnyvale CA, Antwerp, Bangalore and Ottawa. A fluent knowledge of spoken and written English is a must. A proven aptitude for methodical problem solving, very good communication skills, a strong attention to detail and the ability to work well in a close-knit team Desired Qualifications: Knowledge of IP routing protocols (OSPF, ISIS, BGP, PIM, IGMP, MPLS, LDP, RSVP-TE, SR).

Knowledge of Virtual Private Network (VPRN, VPLS, EVPN, VLL). Good understanding of Quality of Service in IP networks. Background in TCP/IP network testing and troubleshooting Scripting or programming skills (C, Perl, Golang, Python) in a Unix or Windows environment. Familiarity with virtualization (KVM, VMWare), containers (Docker, Containerd) and Kubernetes. Network Security and Management (AAA, TACACS, RADIUS, IPsec, SNMP, SSH, YANG, NETCONF, GNMI).

Familiarity with one or more networking test tools (IXIA, Agilent, Spirent/Adtech, etc.). Preferred working experience with 7750 SR OS, 7220/7250 SR Linux and EDA. Experience and interest in working in a customer support role and environment is preferred. Familiarity with Tier-1/2/3 network architecture, operation and support.