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CAREERS Senior Customer Service Engineer Job Objective ATM Frame Relay QoS Ethernet technologies IP/MPLS OSPF, IS-IS, LDP, RSVP, PWE3 The ideal candidate must excel in a fast-paced environment, manage multiple projects simultaneously, meet tight deadlines and be self-motivated and flexible, working closely with engineering, product marketing, and sales. Job Requiremements Provides third level technical support services to Customers, Service Management, and Field Operations personnel for system, upgrade, and installation & test problem resolution. TAC representative during communication among TAC, Call Center, Product Development (Eng.), and Product Line Management for problem escalation and resolution. Provides escalated level of system troubleshooting by telephone for all Hammerhead products. Acts as customer advocate in meetings to make sure problems are documented and addressed. Provides on site pre-sales support to the Sales Teams Provides on site support as a last resort for product related issues. Assist sales teams in creating test plans for specific customer application testing Participates in product design reviews and corrective action processes to represent and feedback field performance, testability, and installability issues Performs pre-sales staging of systems to ensure hardware and software reliability prior to shipment to customer Assist SVT team in testing of new releases and provide feedback on stability of system software prior to shipment to customer Qualifications Ability to work unsupervised in a high pressure environment Excellent written and oral communications skills, to include the ability to train customers in the configuration and operation of Hammerhead platforms Minimum of 5 years of telecom industry experience (data networking and/or wireline telephony) Strong working knowledge of Layer 2 technologies (FR, ATM, Ethernet) Strong working knowledge of Layer 3 products, in particular Juniper and Cisco routers Strong working knowledge of IP/MPLS technologies (OSPF, RSVP-TE, LDP, IS-IS Working knowledge of PWE3 Education Bachelors Degree in EE, CS, or CE or equivalent experience. Typical 5+ years relevant experience. |
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