Technical Support Engineer - 2755 Continuous Computing

The Technical Support Engineer is responsible for customer support services at technical engineering level to fulfill customer?s requests related to RadiSys products and systems.

Essential duties and responsibilities:


Provide 2nd and 3rd level post-sale support and solutions for difficult technical issues and questions raised by Radisys partners, customers and other company departments.
Independently troubleshoot reported product and systems issues
Work with other TSE or product development/sustaining engineers to workaround product/system problems
Actively work with other Radisys Business Units to define product limitations and support/understand Product Enhancement requests.
Ensure all Tickets are opened and updated in a timely fashion, using Radisys problem tracking systems and fulfill other required customer support processes.
Try to pick out problem essence from customer issue description and reproduce if possible in dedicated RadiSys laboratories.
Debug customer problems with available techniques to find possible root cause or isolate fault to single module.
Maintain contact with customer during resolution process and host audio and web conferences if customer support progress update is required.
Participate in 24/7 on call rotation schedule.
Undertake troubleshooting, at customer site, if required (approximately up to 30% of working time).
Create Knowledge Base Articles/Technical Notes.
Manage customer escalations/situations involving the coordination of various company resources to reach resolution and communicating comprehensive and timely updates to customers and company management team.
Proactively stay up to date with all the technologies supported in RadiSys product and systems and develop your knowledge according to latest technology trends and be ready to share this knowledge in Global Service Team and other engineers in the Company.


Education Requirements:

Bachelor?s degree in Electrical Engineering, Computer Engineering, Computer Science or related field.

Experience Requirements

To succeed in this position, you will require:

Technical experience:

Minimum of 4 to 5 years experience in a post-sale technical support role supporting network / telecommunications equipment.
Confirmed working knowledge of Networking industry products and protocols (TCP/IP, routing, interconnecting network devices, SNMP, NTP etc.).
Working knowledge of L2 and L3 switching and routing technologies.
Ability to use traffic analysis and tools (including Ethereal, SmartBits or IXIA) to diagnose and test network related problems.
Working knowledge of Linux fundamentals (installation, administration, networking, configuration, and debugging back traces, logs).
Ability to understand Linux software architecture (signals, I/O, drivers, files, inter process communication).
Experience in using Linux in embedded environment.
Experience with creating and debugging test scripts (Linux bash, Perl) and software (C language based).
Experience in developing and providing technical training programs.


Advantage technical experience (not required but welcome):

Advantage would be working knowledge of ATCA/cPCI (IPMI/PICMG 2.0/3.0) technologies.
Advantage would be experience with troubleshooting/debugging IPMI management protocol messages.
Advantage Experience in integrating telecommunication hardware and software from different vendors.


Soft skills experience:


Demonstrated ability to determine problems and deliver known solutions with a high level of customer satisfaction.
Listen, comprehend and communicate on the fly.
Ability to fluent speak, read, and writes English.
Ability to travel up to 15% of working time.
Self-starter, energetic, independent, professional and ability to handle flexible hours.



Experience may be gained concurrently. Any suitable, equivalent combination of education, experience of training may be considered acceptable, as are foreign equivalent degrees.

Location:	Hillsboro, OR United States