Linux Systems Customer Support Engineer
Morrisvlle, NC 27560
November 24, 2016
Position Type:
Full Time, Contract
Email resumes directly to for consideration. This opportunity provides a highly motivated individual an opportunity to work with some of the largest mobile operators in the world. This opportunity allows for in depth understanding of several key growth segments of the Mobile marketplace including Linux, Hypervisors, Cloud Orchestration and WAN/LAN facing transport technologies. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management. Multi-tasking and the ability to successfully manage multiple issues at once are necessary for this role. Responsibilities: Provide tier one and tier two technical support. Participate in daytime and night/weekend on-call rotation. Troubleshoot service provider networks to quickly resolve downtime and outages. Maintain customer support database for active issues. CSE is the owner of issues as they arrive and throughout the resolution process. Create Methods Of Procedure (MOP) and action plans for post-sales projects. Utilize the technical service lab to recreate and resolve customer issues. Develop expertise in specific areas (i.e. technology, product, solution). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...). Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction. Effectively communicate/escalate issues to engineering, and resolutions/work-arounds to the customer. The Customer Support Engineer will have the following major responsibilities: • Customer Support – represent the company's technical capabilities and manage day-to-day technical needs of service provider customers. Support / enable customer specific solutions to grow business. Steer customer expectations according to product and network management capabilities. • Beta Support – drive successful new product introduction in partner labs and customer live network. • Perform ad hoc analyses and tasks as assigned • Network Planning (external) – deliver expert consulting, design and engineering support to customers for sales opportunities. Work with Sales and Professional Services to develop state-of-art customized wireless solutions for Carriers worldwide. Recommend technical solutions to improve customer operations. • Network Planning (internal) – provide technology consulting for internal teams (i.e. Product Management, Marketing, Sales). Convert external customer requirements into recommendations for new product features.


Required Skills: • Experience with Remote Customer Support • Strong Knowledge of Linux/Solaris/Unix on x86 server platforms. • Minimum of 5+ years' experience or graduate school equivalent in the telecommunications industry. • Strong knowledge of IP-related protocols including TCP/IP, UDP, IPSEC, OSPF, BGP, VLANs, and general Routing and Switching protocols. • Knowledge of PPP, L2TP, RADIUS/AAA a plus. • Linux environment expertise required • Java, C, Python experience • Virtual Network Functionality • Software Defined Networking skills • Virtual environments such as VMWare, KVM or Openstack • Strong analytical, problem solving and organizational skills. • Strong written and verbal communication skills. • Experience with scripting and automation tools/languages • BS in Engineering/Computer Science/IT and/or equivalent experience, Masters degree a plus. • Experience with high availability service provider or data center environments • Orchestration software, Yang, NetConf or other orchestration components with a desire to learn about creating Yang models • System Design, Configuration Management, Development and Deployment of virtual services in multiple environments • CCIE not required, but is a plus Email resumes directly to for consideration.

With more than 100 locations worldwide, Robert Half Technology is a leading provider of IT professionals on a project and full-time basis for initiatives ranging from web development and systems integration to network security and technical support. Through our alliances with industry-leading organizations such as HDI® and the Microsoft® Partner program, we have access to client companies that other staffing firms don't. In addition to our free job search services, we provide our candidates with access to free online technical training and a competitive benefits and compensation package.

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