Customer Support

Customer Support Engineer (Patras, Greece)

The Customer Support Engineer deals with complex customer trouble reports and customer issues, and provides solutions to problems, during and outside working hours. Responsible for managing his/her own piece of work through to effective completion and for meeting specification, time, quality, and cost objectives. He/she is technically knowledgeable and able to handle any customer problem, through personal involvement or escalation to the appropriate area for resolution.

The Support Engineer has a firm understanding of all supported products on the network and provides excellent service to the customer.

Internal customer interfaces: Engineering, Marketing, Sales, QA
External customer interfaces: Customers and third-party suppliers
Reports to: Manager, Customer Service

Key Responsibilities:

  • Provide timely response to customer-generated trouble reports and technical advice on corrective and investigative actions that may be carried out by the customer to resolve and/or diagnose customer issues
  • Provide a high level of technical competence to independently resolve complex trouble reports and work through escalation processes when necessary
  • Be fully knowledgeable in the procedures and processes of the department and be able to review, develop and improve these procedures and processes
  • Responsible for answering and solving trouble reports within contractual times
  • Know the up-to-date status of the builds in service and understand the consequences of changing build status in the network
  • Actively look for ways to increase knowledge, work performance and competence, and to assist in training other support engineers
  • Have a comprehensive understanding of all products in the Bytemobile product line
  • Develop competence in the use of all tools and test equipment
  • Write detailed descriptions of problems to the responsible designer and answers to the customer on any problem
  • Investigate, prepare and validate test specifications to verify product or network upgrades
  • Carry out on-site problem investigations on an as-needed basis
  • Provide technical and progress reports
  • Minimize customer reactions to adverse and service-affecting problems
  • Actively contribute to the continuous improvement process and the ongoing development of a TQM culture by changing behavior, identifying and implementing improvements to processes and activities, and encouraging others to do the same

Required Qualifications:

  • 2 to 5 years implementing diagnostics with telecommunication products in wireless or wireline networks, or 2 to 5 combined years of troubleshooting and maintaining Unix-Windows servers
  • 3 years demonstrated core networking experience, with skills in monitoring, debugging, and general architecture
  • 3 years demonstrated web and application-level experience with protocols such as HTTP/HTML, IMAP, SMTP, POP3, and MAPI
  • 2 years IP routing and networking in the following areas: VLANs, VPN, GRE, Firewalls, NAT, Load Balancing, OSPF, RIP, and BGP
  • Protocol-level knowledge of internet technology and operations
  • Minimum 1 year Unix (Linux and/or Solaris) administration
  • Track record of hands-on customer experience
  • Excellent written and verbal communications skills

Preference Will Be Given to Candidates with

  • Demonstrated mobile networking experience with skills in CDMA, 1xRTT, GSM, GPRS, PDSN, SGSN, GGSN, and tunneling protocols
  • Experience with Perl and HTML programming


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