Technical Customer Support Representative / Python Programmer

As a key member of the Technical Customer Support team you will develop software solutions including a customer portal, troubleshooting tools and automated tests for new and evolving products.  You will also 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.

Responsibilities

You are programmer with interest in and aptitude for technical customer support and troubleshooting. Your responsibilities will include:

• Programming in Python to develop a customer portal and troubleshooting tools
• 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
• Rapidly establishing a good working relationship with customers and other professionals
• Supporting the roll-out of new products and new software releases
• Performing installation and upgrade tests
• Writing procedural documentation and event reports
• Being on-call up 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 programming in Python or other OO languages
• Good understanding of L2 to L4 of TCP/IP Networking, ability to analyze packet captures via Wireshark traces
• Familiarity with tracking systems like Salesforce and Jira
• 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 English communication skills, both verbal and written (multilingualism is an asset)
• B Sc. in Computer Science, Software Engineering, B.E.E. or equivalent

Good to have

• Networking certifications