Customer Service Engineer

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 QUALIFICATIONS

  • BSEE or equivalent with five years or more technical support experience in a comparable function
  • Must have strong problem solving, communication, interpersonal and leadership skills and demonstrate a history of high-level achievement in cross-functional organizations
  • Requires expertise in optical transmission systems, SONET, and Ethernet
  • Knowledge in the following areas is also desired: Multicast, VPNs, QoS, and OSPF
  • Self starter with attention to detail
  • Professional who takes ownership of problems from beginning to end
  • Travel required

Candidates who are additionally familiar with any of the following will have a significant advantage:

  • Linux system administration
  • Python scripting experience is highly desirable

JOB DESCRIPTION

We are looking for an experienced customer service engineer with a strong technical support background and a drive for innovative excellence. As a customer service engineer you will provide high-level technical expertise via the telephone, web, or at the customer site.

Responsibilities include:

  • Proactively monitor customer connections utilizing sophisticated network monitoring tools.
  • Live network troubleshooting with follow through of lab replication, technical escalation, and  problem resolution.
  • Provide initial fault isolation, proactive maintenance, status of systems, circuits and networks, and monitoring of customer network equipment.
  • Ensure problems are satisfactorily resolved in a timely manner with focus on providing a high level of support for all customers.