Professional Services Engineer BTI Photonic Systems Inc.
THIS JOB HAS EXPIRED BTI Systems has an immediate opportunity for an experienced Professional Services Engineer. As part of the Global Services & Support Team you will be assigned to a major account for 50% of your time ensuring excellence in the delivery of professional services, installations, training and technical support both on site and via telephone. The remaining 50% will be spent as a member of the Global Support Team offering live phone based ACD technical support, on-site support, and professional services. 25-50% travel in North America is required.
Delivering effective and professional on-site support for installations, upgrades, provisioning, troubleshooting and general field support for customers across BTI's entire product line of optical, layer 2, and network management products;
Managing installation projects for a major BTI customer, maintaining schedules and delivering test, turn-up and acceptance services.
Conducting training classes and offering consulting services for the provisioning team's and NOC personnel of a major BTI customer.
Creating and updating project documents, network configuration diagrams, acceptance test results and other project related documents related to professional services engagements.
Working closely with BTI resources and customer personnel for excellence in customer deployments, particularly associated with introduction of BTI's expanding portfolio offerings.
Providing telephone support to customers before, during and after installations and software upgrades as well as manage time-critical escalations to overcome technological challenges.
Reporting regular daily/weekly progress on status of all projects and cases.
Position requires a minimum of 25-50% domestic travel in North America, Canada, Northeast, Southeast and Central regions.
The successful candidate will possess the following:
Ability to communicate in Spanish - both verbal and written - is a must.
A college degree in computer science, management or telecommunications.
A minimum 5 years progressive experience in a technical support role.
Significant hands-on experience installing optical transport equipment, Layer 2 networking products and switches, as well as Linux based network management applications.
Highly advanced level of technical troubleshooting expertise on optical networking products.
Experience delivering and developing technical presentations.
Experience with the following technologies:
Optical Networking Equipment
Layer 2 Ethernet and MEF Standards
SNMP and general network management expertise
Optical and Packet Test Equipment
Linux operating systems
Excellent customer-facing rapport, as well as interpersonal communications.
Excellent organizational, presentation, and project management skills.
Excellent verbal and written communication skills.
Demonstrated ability to work independently while at the same time maintaining a strong collaboration model with technical support and engineering resources.
Excellent analytical, troubleshooting and problem solving skills, with the ability to handle and resolve complex technical issues.
Proven ability in providing leadership within a team of technical support professionals.
Ability to communicate with various functional levels.
||San Francisco, CA |
THIS JOB HAS EXPIRED