Customer Support Engineer

MBR Partners•Dallas, WA

21h

About The Position

The Field Installation Software Engineer will work closely with customers, providing technical oversight on custom apps, installation, integration, and launch support for the client's products. You could be involved in any phase of product design, installation and support; however, you must be able to solve complex technical problems. The Field Installation Software Engineer will also review and validate/improve overall solution, project plans, processes, and documentation with the customer and Clients support/product teams improve the overall delivery process.

Requirements

Computer Science / Technical degree (BA) and/or equivalent relevant experience
Proven experience of performing direct Tier 2 and above customer project support in a Telecommunications/IT environment (vendor-side)
Good verbal and written communication skills, both face to face and remotely
Must have comprehensive experience of telecommunications experience and knowledge of telecommunications networks (ex. IMS) and protocols (ex. SIP, ENUM, DIAMETER, SS7/Sigtran)
Proven track record of performing a technical delivery role of and in depth knowledge of the following products (DNS/ENUM, NP, CRE, SRP, STP. HSS/HLR)
Extensive experience performing direct Tier 2 and above customer support in a Telecommunications/IT environment (vendor-side)
Experience working with virtual environments (VMware/KVM/OpenStack)
Competent working in Linux based OS environments

Nice To Haves

Highly values accuracy and attention to detail.
Strong ethical compass; maintains financial discipline and integrity.
Action-oriented, results-driven, with a strong sense of urgency.
Builds effective cross-functional relationships; earns trust and respect.
Control-minded with a practical understanding of financial risk management.
High energy, intellectually curious, and humble team player.
Thrives in a dynamic, fast-paced environment.
Demonstrates leadership qualities and a passion for continuous improvement.

Responsibilities

Work closely with project management teams to build detailed and thorough project plans
Work closely with engineering team to bridge knowledge and requirement between Field Deployment and Custom development and manage Jira ticket assignment to engineering
Support in house development of small features, bug fixes and configuration update in partnership with engineering
Complete low-level design documentation in support of system configuration
Install Operating System, Layered Product, and Application Software
Work closely with customer teams to develop and execute customer acceptance test plans
Write/Manage support tickets as needed during the testing/installation/integration process
Create and manage customer profile (contacts, SW versions, HW inventory etc.) in SalesForce for project handover process
Demonstrate ability to directly isolate and resolve software/system defects on customer systems as needed during the project delivery
Work closely with management and other teams to improve the overall delivery process primarily focusing on ansible playbook development