Technical Customer Support Representative

Job ID: 2023070103

Job Description

You will interact directly with customers to deploy, upgrade and troubleshoot network products designed to meet the needs of Data Centers, Network Service Providers and researchers in Software Defined Networking technology. You will develop software solutions, including troubleshooting tools and automated tests for new and evolving products.

Responsibilities

• • Programming in Python to develop troubleshooting tools and automated tests.
  • Writing automated and functional performance test cases from requirements, executing them in the lab, troubleshooting issues to identify their root cause and reporting results
  • Talking customers through a series of actions, over the telephone, via online chat, video conference or in writing to help set up systems or resolve issues
  • Troubleshooting system and network problems and diagnosing and solving hardware or software faults in close collaboration with Test, Design and Product Management teams
  • Reproducing issues in the lab and testing fixes and workarounds
  • Logging, prioritizing, managing and following up Customer Support Requests
  • Supporting the roll-out of new products and new software releases
  • Performing installation and upgrade tests
  • Being on-call up to one month on three, with flexible working hours, working continuously on an issue until resolution and responding to requests within the agreed time limits

Qualifications and Skills Required

• Experience writing software of scripts to program automated test cases
• Knowledge of Linux-based embedded systems
• Good understanding of L2 to L4 of TCP/IP Networking
• Familiarity with tracking systems like Salesforce and Bugzilla
• Excellent problem solving and troubleshooting skills
• Ability to write clear procedures and reports
• Ability to perform under pressure in a deadline driven environment
• Excellent team player with a high level of self-motivation and initiative
• Excellent communication skills, both verbal and written (multilingualism is an asset)
• B Sc in Computer Science, Software Engineering, B.E.E. completed

Good to have

• Networking certifications