Senior Customer Support Engineer

IP 4^th level support and test engineer

Within R&D our focus is on customer issues that are escalated through the 2^nd and 3^rd level support organization. As such we have the role of 4^th level customer support engineers.

We have a lot of interaction between Antwerp, California, Ottawa, Bangalore & the UK as our test and development environment is shared. In light of a rapidly growing customer base spread all over the world, the R&D support team is looking for an additional 4^th level support engineer in Sunnyvale, CA. You will have the possibility to grow towards a L2/L3 IP network expert and as such become a key player within the IP division.
 

Education level and experience:

• Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience 

Expertise and skills:

• Personal commitment towards quality.
• Solution and customer oriented.
• Autonomous and result driven, able to closely cooperate with team members that are located in Sunnyvale CA, Antwerp, Bangalore and Ottawa.
• A fluent knowledge of spoken and written English is a must.
• A proven aptitude for methodical problem solving, very good communication skills, a strong attention to detail and the ability to work well in a close-knit team 

Desired Qualifications: 

• Knowledge of IP routing protocols (OSPF, ISIS, BGP, PIM, IGMP, MPLS, LDP, RSVP-TE, SR). 
• Knowledge of Virtual Private Network (VPRN, VPLS, EVPN, VLL).
• Good understanding of Quality of Service in IP networks.
• Background in TCP/IP network testing and troubleshooting
• Scripting or programming skills (C, Perl, Golang, Python) in a Unix or Windows environment.
• Familiarity with virtualization (KVM, VMWare), containers (Docker, Containerd) and Kubernetes.
• Network Security and Management (AAA, TACACS, RADIUS, IPsec, SNMP, SSH, YANG, NETCONF, GNMI).
• Familiarity with one or more networking test tools (IXIA, Agilent, Spirent/Adtech, etc.).
• Preferred working experience with 7750 SR OS, 7220/7250 SR Linux and EDA.
• Experience and interest in working in a customer support role and environment is preferred.
• Familiarity with Tier-1/2/3 network architecture, operation and support.
   

• Debug and resolve customer issues after they’ve been filtered by the 2^nd and 3^rd level support organizations.
• Interfaces to R&D, 3^rd level support team, account teams, business units and customers for technical consultation and customer support concerns.
• Debug complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives.
• Perform on-site product adaptations or enhancements to installed products. 
• Maintain problem status and problem resolution records.
• Prepare reports on problems encountered and methods of resolution applied, ensuring overall system integrity and reliability.
• Maintain awareness of new products and releases through regular updates with R&D, Product Management and QA.
• Generate release notes and update the Customer Service and Support Problem tracking database.

Salary Range: $112,000 -$162,000 CAD * Plus, potential incentive/variable compensation for eligible roles.