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Senior Member of Technical Staff
2 weeks ago
- Provide technical support to customers on configuration, installation, troubleshooting, and debugging
- Investigate technical issues within the company's product and customer's test environment
- Diagnose and troubleshoot computer networking equipment
- Maintain and manage the global support lab
- Replicate technical issues and report defects
- Communicate with engineering teams, product managers, and stakeholders
- Complete and maintain records of customer issues and product defects
- Own customer issues related to product usage
- Contribute to the knowledge base
- Handle other assigned responsibilities
Ability to work in a dynamic environment and manage multiple priorities
Effective presentation skills
Analyze business publications and technical procedures
Network security knowledge
Understanding of TCP/IP, IP packet flows, and internet technologies
Layer 2 and Layer 3 technologies
Routing protocols knowledge
Understanding of streaming media and triple play
MPLS, VPLS, L2/L3 VPNs, EVPN, VXLAN knowledge
Multicast and synchronization protocols comprehension
Hands-on experience with debugging tools
Training and certification in relevant technologies
Automation and scripting skills are a plus
Experience with Test & Measurement tools is beneficial
- Bachelor's/Master's degree in Computer Science, Electronics, Telecommunications, or related field
- 3-6 years of relevant work experience
- 3-6 years' experience in Technical Assistance Center roles and customer-facing activities
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