Provide tier three technical support. 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. Participate in daytime and night/weekend on-call rotation. Troubleshoot service provider networks to quickly resolve downtime and outages. Maintain customer support database for active issues. Ownissues as they arrive and throughout the resolution process. Create Methods Of Procedure (MOP) and action plans for post-sales projects. Utilize the technical service labs to recreate and resolve customer issues. Develop expertise in specific areas (i.e. technology, product, solution). 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 the organization/teams, and resolutions/work-arounds to the customer. Minimum Qualifications
BS in Engineering/Computer Science/IT and/or equivalent experience
Minimum of 5/8years'of experience (or graduate school equivalent) in the telecommunications industry
Expertise in packet core (3G, 4G, LTE, and 5G networks) Engineer / solution architect
Hands-on experience with StarOS and ASR 5500
Experience with Remote Customer Support
Strong analytical, problem-solving and organizational skills
Strong written and verbal communication skills
Strong skills of Linux/Solaris/Unix
Strong skills in database management
Strong knowledge of protocols including TCP, UDP, Diameter and other general Routing and Switching protocols.
BASH, Python, Perl, C, Java or any programming/scripting experience
Wireshark analysis
Virtual Network Functionality knowledge
Software-Defined Networking experience
Virtual environments such as VMWare, KVM or Openstack experience
Experience with databases, Mongo preferred
Experience with scripting and automation tools/languages
Experience with high availability service provider or data center environments
System Design, Configuration Management, Development and Deployment of virtual services in multiple environments
