Customer Technical Support Engineer

Job Purpose:

The Customer Technical Support (CTS) Engineer supports the customers on technical topics during the whole lifetime of a product from presales until phase out of a product (Product range: DSL-Gateways and Networking Products of Digital Home). He creates customized SW builds and performs technical trainings for customers tailored to the operation of the customer specific product.

Responsibilities

• Creates customized SW Builds to apply Network integration for dedicated customers

• Tests Customized SW in Customer network scenarios

• Analysis technical issues on site/remote

• Manage issue resolution between Customer and BU in all phases of Product life cycle

• Develops workarounds and alternatives

• Defines and executes Product and Network Demonstrations tailored to Customer requirements in Presales Phase

• Supports the tendering team by answering technical statement of compliance and follows the technical Contract negotiations and adopts the technical Documentation

•  Performs customer tailored technical Product training (configuration, operation, helpdesk)

• Single point of Contact for all technical questions of Customer in presales, sales and post sales phase

• Responsible for customers national and internationally, including traveling for business occasions in whole EURASIA region

Profile:

Education:

• Master of Engineering or Informatics

Location:

1. Edegem

2. Germany

3. United Kingdom

4. Rennes

Experience:

• Some earlier experiences in the field of testing for telecommunications equipment shall be considered as an advantage. (2 years)

Technical skills:

• Understanding of common OS, SW concepts and telecommunication networks and components

• Understanding of the following technologies: Ethernet, VLAN, 802.11, USB, ATM, GPON, DOCSIS and DSL

• Basic understanding of the TCP/IP protocol suite (incl. NAT, ALG, VPN, UPnP, DNS, DHCP). Preferably also in an IPv6 context.

• Basic understanding and knowledge of LUA, XML, LINUX

• Understanding concepts of the following applications and their underlying technologies: VoIP (SIP/MGCP), IPTV (IGMP/multicast), TR69 and DLNA/UPnP AV

• Experience with IP routers/gateways and IP networks in general

• Knowlegde of problem-analysis/troubleshooting

• Basic knowledge of presentation/communication techniques.

Language:

▪ English is mandatory