Location
Chennai | India
Job description
We are looking for a Staff Support Engineer to work with Global Support team and across all functional areas of the company to help resolve customer issues and achieve high levels of customer satisfaction. The right candidate will be an empowered self-starter familiar with working in a fast pace environment. The position will have the responsibility to liaison between Global Support, Services and Engineering to timely resolve technical issues and to analyze and report on customer satisfaction of products, services, and processes.
Responsibilities:
- Ability to handle Technical Customer calls and cases primarily from APAC customers/Partners.
- Active participant in the customer support center to assist Global Support team with customer escalations, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.
- Ability to work with Sustaining and QA to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution.
- Ability to manage hot customer escalations and drive issues to completion while keeping all involved parties in the loop.
- Create knowledge Articles from case engagements and share knowledge via TOI and Webinars to support team.
- Ability to maintain the quality of Escalations into Sustaining Engineering
Required Qualifications:
- 6yrs to 10yrs Technical experience in Networking Support or QA/Sustaining environments.
- Strong operating and troubleshooting and debugging knowledge across various networking technologies such as: Ethernet, TCP/IP, OSPF, Netflow/IPFIX, Deep Packet Inspection, Security (Authentication, Inline, SSL/TLS, Encryption/Decryption) and Test Equipment such as Spirent and IXIA.
- Experience in writing Knowledge base Articles and a strong believer for Knowledge Centric Support
- Possess excellent customer handling skills to deliver top notch Customer experience for global customers
- Preferred to have experience with Virtualization (VmWare, Openstack, AWS etc.).
- Preferred to have experience with Mobility/Service Provider (LTE, 4G/3G, GTP)
- Ability to write scripts for facilitating problem replication (Python) would be of added value
- Excellent written and verbal communications skills are essential.
- Must have good project management, problem resolution and analytical skills.
- Must have a very strong customer focus.
- BS/Masters in Computer Science or Engineering.
- Preferred certifications (CCNA/CCNP/CCIE Networking or Security, CISSP, VCP (VMware))
- Willing to work in Asia Pacific hours (APAC)
Job tags
Salary
