Senior Staff Escalation Support Engineer
10 - 17 Years
We are Hiring forSenior Staff Escalation Support Engineer with Product development Company at Chennai Location.
Please find the below JD:
Active participant in the customer support center to assist Global Support team with customer escalations, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.
Ability to work with Sustaining and QA to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution.
Ability to manage hot customer escalations and drive issues to completion while keeping all involved parties in the loop.
Proactively learning of new features before General Availability and provide TOI
to support team for support readiness
Create Use Case from Escalation engagements and share knowledge via TOI and Webinars to support team.
Track product performance for trending issues and drive actions to maintain
product health (Defect Rates per trunk etc.)
10 years Technical experience in Networking Support or QA/Sustaining environments.
Strong operating and troubleshooting and debugging knowledge across various networking technologies such as: Ethernet, TCP/IP, OSPF, Netflow/IPFIX, Deep Packet Inspection, Security (Authentication, Inline, SSL/TLS, Encryption/Decryption) and Test Equipment such as Spirent and IXIA.
Preferred to have experience with Virtualization (VmWare, Openstack, AWS etc.).
Preferred to have experience with Mobility/Service Provider (LTE, 4G/3G, GTP)
Ability to write scripts for facilitating problem replication (Python).
Ability to read Code (C language) and understand architecture/ implementation for identifying triggers for problem replication and isolation.
Excellent written and verbal communications skills are essential.
Must have good project management, problem resolution and analytical skills.
Must have a very strong customer focus.
BS/Masters in Computer Science or Engineering.
Education: Any Graduate
Functional Area: IT Software : Software Products & Services
Industry: Others - other Industry