The Senior Customer Services and Support Engineer’s primary role is to provide support to client`s customers and partners to resolve product, network and system architectural issues. Secondary job functions include, but are not limited to, providing customer facing Professional and Education Services (delivery of technical training and certification programs to client`s customers and partners).

Scope of Responsibilities
Receive and manage incoming technical support requests from customers and partners
Determine through technical research and lab modeling, the root cause of customer difficulties
Follow-through and manage customer/partner correspondence to clearly communicate technical solutions
Manage support ticket content of all customer/partner technical requests
Interface with engineering to recreate, submit, test and resolve customer found software defects
Research and report on selected new technologies supported by client`s next-generation products and services
May assume or be assigned the role of SME (subject matter expert) for specific protocols or technologies within the support and services teams
Provide TAM (Technical Account Management) as requested for key accounts
Provide technical support as required to internal client`s groups such as Sales and Business Development
Participate in the 24x7x365 on-call rotation within the TAC (Technical Assistance Center) team
Performs cross-functionally in Professional Services and Training Delivery roles as required/requested
Travel to customer sites, as required, to perform any of the above responsibilities
Requirements and Qualifications
BSCS, BSEE, or equivalent in computer networking systems. Emphasis on Ethernet networks preferred.
Over 5 years working experience in Ethernet network troubleshooting & design. Additional customer support experience preferred.
Excellent communication skills in both oral and written technical material
Knowledge of TCP/IP networking protocols, with emphasis on Triple-play multicast video, voice and data
Working knowledge of Ethernet L2-L4 protocols with the ability to use protocol analysis and traffic generation test equipment
Ability to effectively communicate customer feedback and product feature requests to Product Management, Engineering and Sales

Ability to interface and clearly communicate software defects and/or operational difficulties to hardware and software engineering
The candidate should be a strong ‘self-starter’, require minimal supervision and possess excellent organizational skills
Position requires up to 25% travel

Ideal Candidate (in addition to the above)
Experience using Customer Support case management tools
Working experience with Network Management Software
Significant technical experience with large-scale switched Ethernet networks
Experience in delivering technical training materials
Experience in network professional services delivery