Customer Support Engineer

The Support Engineer reports to the Regional Support Manager for all activities related to support activities and customer engagement and will manage all activities assigned by the Regional Support Manager. The principle objective of the role is the provision of support services to Titan.ium Platform customers within the region.

The Customer Support Engineer identifies and resolves technological customer problems in the field. They strengthen and build client relationships by improving their interaction with Titan.ium Platform products. They install, upgrade test, configure and troubleshoot technology products.

General Characteristics

• Performs excellent customer service support
• Require minimal supervision
• Promotes teamwork
• Able to adapt to change
• Able to work under pressure
• Leads by example

Responsibilities

• Performs end to end troubleshooting of customer issues
• Start-to-Finish owner of customer support requests, maintaining SLA compliance and work scope, both in and out of business hours
• Take ownership of customer issues until resolution
• Working with the customer technical staff to troubleshoot the systems in the customer network
• Working with other teams in Titan.ium Platform to resolve technical problems
• Ensure Support SLAs and goals are consistently met
• Recreate customer issues in the lab
• Create and maintain detailed documentation. i.e., MOPs
• Adhere to support processes
• Provide root cause analysis
• Ability to make sound decisions quickly and efficiently
• Contribute to knowledge base articles
• Use the case tracking system to provide status updates and action plans
• Participate in the out of hours on call support Rotation
• Assist to customers with patch upgrades in their lab and production systems.

Communication Skills

• Excellent English verbal and written communication skills, both face to face and remotely
• Communicating with customers to establish details of problems/requirements
• Interacts with multiple departments

Experience:

• BS or Engineering degree with a focus in Telecommunications
• Past Telecom experience, and support of Tier1 customers
• Significant proven track record of performing technical support role and client facing
• Understanding of at least one signaling application such as HLR, HSS, EIR, STP, DRA and ENUM- DNS
• Knowledge of at least two of the following signaling protocols: SS7, SIP, ENUM, Diameter
• Skilled in troubleshooting network connectivity issues, with an understanding of SCTP/TCP/UDP, and basics of SSL/TLS
• Experience in using trouble shooting and signaling test tools such as Wireshark and SIPP
• Excellent communications, troubleshooting, problem-solving & analytical skills
• Familiarity with Salesforce and Jira ticketing systems
• Certificates in Linux, Virtualization or Security
• Understanding of the technical requirements tied to Virtualization and Cloud Computing: NFV, OpenStack, KVM, VMware, AWS, Ansible, Containers, Kubernetes