Customer Support Engineer NetSocket
As the network infrastructure converges to IP/MPLS based technologies, service providers are shifting their focus to the ability to quickly create and better manage IP-enabled and value-added services on top of the IP/MPLS infrastructure. In particular, they are faced with challenges to ensure the quality of service and quality of experience for IP based services such as Fixed Mobile Convergence (FMC), VoIP, Video Conferencing, IPTV, VoD, Streaming Video, and Collaboration. NetSocket is a venture-funded start-up developing advanced IP/MPLS service assurance solutions which enable service providers and integrators to capitalize on these opportunities. If you are team-centric, self-motivated and ready to work on leading-edge technologies in a dynamic start-up environment, we have a rewarding position waiting for you. NetSocket offers competitive salaries, benefits, and equity positions along with the challenge, experience, and growth opportunities that come with working on innovative solutions in today?s rapidly evolving market.
Provide level 1, 2 and 3 customer support via phone, email, and web-based support portal.
Troubleshoot and resolve system and configuration issues encountered at customer deployments.
Provide expert guidance to customers in use of the product and troubleshooting issues.
Research customer deployments and act as an in-house expert on the customer VoIP and network infrastructure.
Reproduce customer issues on support system to aid in problem resolution.
Collaborate with other Support Engineers to resolve issues.
Provide sufficient information to the Development and QA teams when escalation is required.
Provide feedback to Sales/PLM for feature requests made during problem resolution.
Assist in the writing and reviewing of customer documentation.
Participate in Q&A test to maintain expert knowledge as system capabilities are added.
Provide on-call support 24x7 on an as needed basis.
Travel to customer locations for strategic and/or multi-site installations and on an emergency basis to troubleshoot and resolve high priority issues.
8+ years combined experience in Q&A and Support Engineer roles.
Experience with VoIP protocols (SIP, SCCP, H.323, UNIStim, RTP/RTCP).
Experience with enterprise VoIP network design and configuration.
Experience with IP routing protocols a plus (OSPF, ISIS, EIGRP, BGP, MPLS).
Excellent team and communication skills ? both verbal and written.
Ability to multi-task and prioritize effectively.
BS or MS in C.S. or E.E.
||Plano, TX |