The Senior Technical Support Engineer is responsible for providing pre and post sales technical support to service provider customers and partners worldwide.

 

The Senior Technical Support Engineer relies on experience and judgment to plan and perform a variety of complicated tasks in which a wide degree of creativity and latitude is necessary. Specifically, the Senior Technical Support Engineer is responsible for providing pre and post sales in-depth technical support to our customers, end users, resellers, and support partners.

 

Responsibilities include:

-            Troubleshooting, diagnosing and resolving technical customer issues associated with equipment either remotely or on-site at the customer site.

-            Handling and Resolving new customer cases via Support CRM System

-            Replicating issues and testing customer configurations in a lab environment,

-            Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers,

-            Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.

-            Performing, as required, remote or on-site upgrade activities or investigations of reported problems,

-            Providing feedback from customers to product management and engineering teams via appropriate systems

-            Handling customer technical escalations

-            Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.

-            Participating in the normal ATAC off-hours on-call rotation. 

-            Traveling, as required, to customer sites to resolve customer issues

 

Experience and Education:

-            Bachelors Degree in CS/EE and 8+ years experience in technical support functions with very strong fundamental understanding of telecom network and routing environments. 

-           Strong network security skills required.

-            Intermediate to advanced knowledge of Linux and/or Solaris Operating System, and shell scripting.

-            Advanced Networking Skills Required - Detailed technical experience in the installation and operation of IP routers. This includes a detailed understanding of the protocols surrounding IP service provider networks. These skills should include: a. TCP/IP fundamentals, b. IP subnetting and supernetting and hierarchical routing principles, c. Routing protocol operation (OSPF, IS-IS, and BGP-4), d. Routing policies at BGP peering points, e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.), f. Hands-on configuration and operational knowledge of Cisco and Juniper routers, g. Hands-on Understanding and knowledge of Netflow.

 

Additional Skills:

-            Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively

-            Outstanding customer service and advanced written and verbal communications skills

-            Participation in the Support Off-Hours On-Call rotation is required

-           Some travel (between 10-25%) required - to customer sites and corporate sites

-           Strong Interpersonal, Teamwork, process development, and network troubleshooting skills