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Technical Support Engineer, Senior Seven Networks
THIS JOB HAS EXPIRED
The Senior Technical Support Engineer is a customer-focused individual responsible for handling day-to-day customer support activity for a global mobile network providers. The Seven Networks products help minimize the RF signaling impact of Android devices for our customers. Your responsibilities include interfacing with and managing the customer on technical issues, detailed troubleshooting, developing and maintaining workflow, communication to create a world-class support organization. This position is also responsible for ensuring that departmental goals and defined objectives are achieved.Major Duties & Responsibilities:
Ensure that customer satisfaction is achieved and maintained; provide expert and creative solutions to complex user issues
Identify customer satisfaction issues related to support and assist in developing plans to resolve them
Acquire and maintain expert knowledge of SEVEN's services, wireless networking technology, current support policies and methods of support delivery, in order to provide technically accurate solutions to users
Monitor support response time on a daily basis, taking action as needed to ensure timely response of all support cases
Act as consultant and resource to Support Manager as needed
Develop and provide expert technical training and technical coaching, attend training sessions offered within the group and assist in training new personnel who join the department
Participate in team projects that enhance the quality or efficiency of support
24x7 support on-call rotation for after-hours calls for urgent customer issues
Skills & Experience Required:
5+ years of successful experience in a technical support environment
Extensive Linux knowledge
Scripting knowledge and experience such as Python, Perl and shell scripting
Good skills in corporate network technologies (firewalls, gateways, VPN, proxies, TCP/IP, HTTP),
Experience and knowledge of wireless network technologies with ability to analyze radio traffic and radio states
Experience analyzing TCP network dumps
Android OS troubleshooting background through the Android SDK
Excellent customer-service and communication skills; aptitude to understand and resolve complex and technical issues
Self driven, responsible professional capable of owning issues and driving them to full closure
Preferred Qualifications:
Experience in data analysis and troubleshooting in large distributed environments (client/server architectures)
Understanding and experience in debugging on JAVA and Web applications
Familiarity with database technology and concepts (Cassandra, Oracle, etc?)
Familiarity with relevant mail protocols (IMAP, POP, SMTP)
Education Requirements:
Bachelors degree or equivalent in work experience
| Location: | 901 Marshall Street Redwood City, CA 94063 United States |
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THIS JOB HAS EXPIRED
Seven Networks
Investors: Greylock PartnersAll Jobs: at Seven Networks
| Web Site: | www.seven.com |
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| Headquarters: | 901 Marshall Street Redwood City, CA 94063 United States |
| Industry: | Software |
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