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On-Site Customer Support Engineer Bytemobile
THIS JOB HAS EXPIRED
Bytemobile is the global leader in Smart Capacity? solutions for video and web traffic on mobile networks, with more than 130 cumulative operator deployments in 60 countries. Founded in 2000, Bytemobile was created to solve a real problem ? high-bandwidth data applications on low-bandwidth voice networks ? and to fulfill a real promise: the perpetual value of improving the mobile user experience. Bytemobile has proven its ability to meet operators? immediate challenges today while laying a foundation for the next generation of mobile networks to capitalize on tomorrow?s opportunities. For Bytemobile and its worldwide customer base, the future is here ? now. To meet the rapidly growing needs of the network capacity management space, Bytemobile is looking for a highly talented and motivated On-Site Customer Support Engineer.How You Will Add Value:
Work on-site with customer to provide technical support for Bytemobile products
What You Will Own:
Serve as the primary support contact and technical support liaison to customer
Produce an operational run-book, which will be executed on a daily, weekly and monthly basis to ensure optimal up-time and service availability
As necessary, escalate issues to Bytemobile Customer Support team members, team leader, team manager, or other Bytemobile teams in accordance with relevant Bytemobile Customer Support procedures
When a software bug is discovered, log issues in the bug tracking system, reproducing the bug and providing all reasonable data to the Engineering Group
Create knowledge base documentation for all resolved issues when there is no existing document or the issue is not covered by product documentation; review knowledge base documents to ensure that they are technically valid, clear, grammatically correct, and presentable
Participate in new product or version readiness programs and ensure technical readiness throughout Customer Support worldwide: learn the new product or version, create knowledge base documentation and provide technical training to other members of Customer Support team
Write tools and scripts to assist in troubleshooting and support activities
Engage in the technical resolution of crisis or emergency situations as requested by the Bytemobile Customer Support team leader, manager and/or director; promptly alert the team leader and manager to issues that could lead to a crisis or emergency situation
If and when required, record time utilization and update records on a weekly basis to ensure that all data logged is accurate
Maintain administration of assigned cases, ensuring that case detail and status are accurate and up to date at all times
Who You Will Work With:
External Customers
Key relationship with Customer Operations team
Internal Customers/Team
Customer Support
Professional Services
Product Engineering
Account Team
What You Will Bring:
Education
A technical bachelor?s degree
Years of Experience Required
3+ years? experience in the technical support arena in a software and/or telecommunications environment
Experience and Skills
Relevant customer-facing experience
Strong problem-solving skills and demonstrated ability to articulate and present technical solutions
Strong interpersonal and communication skills, both written and verbal, with the ability to develop and maintain working relationships at all levels, both with customers and internally
Customer focused, with strong teamwork skills and a flexible self-motivated approach
Willingness to work in pager on-call rotation
Technical Skills Required
Experience with UNIX (Linux and/or Solaris) administration
Demonstrated experience with application protocols, primarily HTTP and SNMP
Knowledge of internet protocols such as TCP/IP and UDP
Technical Skills Desired
Experience in providing support to a tier-one or tier-two mobile or telecommunications operator
Knowledge of programming in C/C++, Perl, Bash, or other language
Knowledge of RADIUS accounting protocol
Experience with IP routing and networking including VLANs, VPN, firewalls, NAT, load balancing and other technologies
Experience with web proxy technologies such as Apache and Squid
Will You Travel?
Travel to customer data centers as required, to fulfill tasks such as issue resolution, upgrades and performing assessments and site/system audits
Where Will You Be Located?
Kansas City, MO or any major US city
What You Will Receive:
Excellent pay and benefits
Interesting work
Great co-workers
Acknowledgement of the value you add
| Location: | Overland Park, KS United States |
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THIS JOB HAS EXPIRED
Bytemobile
Investors: Benchmark Capital, BlueRun Ventures, Trident Capital, Vesbridge PartnersAll Jobs: at Bytemobile
| Web Site: | www.bytemobile.com |
|---|---|
| Headquarters: | 2025 Stierlin Court Mountain View, CA 94043 United States |
| Industry: | Software |
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