Customer Support
Senior Support Engineer (Mountain View, CA)
Role Summary:
Reports to: Senior Manager, Customer Service
The Senior Support Engineer deals with the more complex trouble reports and customer issues, and provides solutions to problems during and outside working hours.
The Senior Support Engineer takes responsibility for managing his/her own piece of work through to effective completion, to meet specification, time, quality, and cost objectives. He/she is technically knowledgeable and able to handle any customer problem, through either personal involvement or escalation to the appropriate area for resolution.
The Senior Support Engineer has a firm understanding of all supported products on the network and provides excellent service to the customer.
The Senior Support Engineer coaches and advises less experienced engineers to enable them to develop their technical knowledge and their understanding of the organization and its processes, with the ultimate objective of achieving a multi-skilled and competent Support Department. He/she also contributes to the development of new process and the improvement of existing processes.
Internal customer interfaces: Engineering, Marketing, Sales, QA
External customer interfaces: Customers and third-party suppliers
Key Responsibilities:
- Be fully knowledgeable of the procedures and processes of the department and be able to review, develop and improve these procedures and processes
- To that end, be actively looking 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
- Analyze complex technical faults and identify solutions
- Develop competence in all of the information systems used in trouble report handling
- Develop competence in the use of all tools and test equipment
- Answer and solve 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
- Write detailed descriptions of problems to the responsible designer and answers to the customer on any problem
- Handle customer-sourced trouble reports and, where necessary, give advice on investigative actions which may be carried out by the customer in order for a fault to be fully described
- Investigate, prepare and validate test specifications to verify product or network upgrade
- Carry out on-site problem investigations as the team leader, assigning and monitoring the tasks of other engineers
- Provide technical and progress reports
- Diplomatically direct the customer, or a support contractor to the customer, giving advice on actions that may be performed to rectify or minimize the consequences of a fault
- Minimize customer reactions to adverse and service-affecting problems
- Adhere to safe working practices
- Support, advise and train less experienced engineers in technical issues, with regard to organizational and operational issues
- Actively contribute to the continuous improvement process and the ongoing development of a TQM culture by changing behavior and identifying and implementing improvements to processes and activities; encourage others to do the same
Required Qualifications:
- 2-5 years implementation or diagnostics for telecommunications products in wireless or wireline networks
- Intimate knowledge of internet technology and operations
- 3 years demonstrated core networking experience with skills in monitoring, debugging, capacity planning, and design
- 3 years demonstrated web and application-level experience, with skills such as HTTP/HTML, IMAP, SMTP, POP3, and MAPI
- 2 years demonstrated mobile networking experience, with skills in CDMA, 1xRTT, GSM, GPRS, PDSN, SGSN, GGSN, and tunneling protocols
- 3 years IP routing and networking in the following areas: VLANs, VPN, GRE, Firewalls, NAT, load balancing, OSPF, RIP, and BGP
- Minimum 2 years Unix (Linux and/or Solaris) administration
- Experience with PERL and HTML programming
