Customer Success Technical Support Engineer - North Carolina

Belden, Inc

1d

About The Position

As a Customer Success Technical Support Engineer, you would be responsible for level 2 technical support of Belden Industrial solutions and products, focusing on Xtran MPLS products, and other networking brands including Hirschmann, GarrettCom and Tofino. Knowledge of Power Transmission and Distribution and/or Transportation applications is a plus. Candidate should be an effective communicator performing technical assistance remotely.

Ideally, the person in this role will reside within a few hours driving distance from the Charlotte, NC metro area.

Requirements

• Bachelor of Engineering, or equivalent experience
• Strong networking background, with experience and understanding of ethernet communication, routing (OSPF), C37.94 and legacy protocols such as T1/E1, RS232/422/455 and others
• Deep understanding of the MPLS-TP architecture, including label switching principles, Label Switched Paths (LSPs).
• Knowledge of fault-tolerant design and implementation of protection switching mechanisms.
• Strong communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Strong analytical skills for troubleshooting telecommunication networks.
• Able to identify and solve complex connection/communication problems.
• Ability to use Wireshark for data analysis and troubleshooting.
• Able to work independently and share information with your team.
• Writing and maintaining documentation and procedures for internal and external usage.

Nice To Haves

• Programming/Scripting (Python) skills are a plus.
• CCNA/CCNP qualification is a plus.

Responsibilities

• Work together with our customers to provide them with the best possible support and experience
• Provide 2nd level support to company and customers networks
• Responding to escalated customer support issues
• Analyze customer issues, and provide feedback and recommendations to customers as required
• Recreating customer issues for root cause and escalating to Level 3 as required
• Advise and propose network design & configuration to the customer to ensure high availability and scalability
• Create knowledge base articles, how to guides, application notes and other proactive documentation
• Work with internal team members providing technical directions on best practices, application recommendations and design assistance
• Travel required (~30%)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees