Technical Support Engineer Minerva Networks
THIS JOB HAS EXPIRED Minerva enables service providers to offer an engaging television experience to their subscribers, across any network, on any device and at any time. Every day more than three hundred operators around the world deliver advanced television services powered by our software platform.
Entertainment and information consumption patterns are increasingly driven by users? choices and preferences. The Minerva iTVFusion service management platform enables operators to empower subscribers to customize their viewing experience and enjoy a compelling television service. By offering consumers a consistent user experience across multiple content sources, networks, applications and devices, service providers can increase market penetration, grow revenue, and build customer loyalty.
Our products are recognized worldwide for their superior technical innovation and quality.
Minerva is a privately held corporation, headquartered in Alviso, California with sales, support, and development offices strategically located throughout the world.
Function as primary customer contact for all incoming and assigned customer cases by providing telephone, web, and email based technical support for Minerva Networks products, including the MPEG-over-IP encoding, the IP networking system, IPTV application servers.
Re-creating customer problems and testing customer configurations in-house to help diagnose problems
Coordinating and driving activities within Minerva to address customers' needs
Escalate customer issues and request assistance as appropriate.
Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete solutions.
Constantly seek to proactively identify opportunities for improvement in all processes, communication, and documentation.
Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.
Excellent written and verbal communication skills.
Strong analytical and trouble shooting skills.
Must be able to quickly learn a broad array of technologies and apply knowledge to real-world problems.
Must be a flexible team player that is willing to jump in to help others wherever necessary.
Ability to handle difficult or sensitive situations with diplomacy and tact.
Demonstrated ability to work in fast paced, high demand environment.
1-2 years of experience in field services or technical support
Knowledge of one or more of the following
IP networking, routing configuration and protocols.
Unix operating systems
Web based client/server applications
Oracle or Microsoft SQL RDBMS
BSEE/BSCS or equivalent work experience.
Minerva Networks is an Equal Opportunity Employer. We recruit, train, compensate and promote without regard to race, religion, creed, color, nation origin, sexual orientation, marital status, veteran?s status or disability.
||2111 Tasman Drive |
Santa Clara, CA 95054
THIS JOB HAS EXPIRED