Technical Support Engineer

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GENBAND is a global leader of Next Generation Network (NGN) solutions, helping fixed, mobile and cable service providers around the world evolve communications networks through IP innovation. The company offers the industry’s most comprehensive, standards-based switching portfolio, with products deployed in over two-thirds of the world’s 100 largest service provider networks. Headquartered in Frisco, Texas, GENBAND operates Centers of Excellence globally and serves customers and partners in more than 80 countries.
This is a customer facing technical support position responsible for resolving complex technical issues in customer’s in-service systems carrying live network traffic. Support engineer will be responsible for evaluating problems, troubleshooting, reproducing, determining a solution, and delivering the solution to the customer.

• The successful candidate will be a member of a team who is responsible for correcting all non product defect issues in accordance with the customer’s Service Level Agreements (SLAs), delivering timely and quality solutions.
• All technical support activity is documented in a Salesforce ticketing system that is opened by the customer and closed when the customer agrees that the issues have been resolved. The engineer is responsible to keep this trouble ticket updated to meet responsiveness and quality expectations.
• Breadth of network knowledge, including 3rd party devices, is utilized to isolate issues as quickly as possible in complex and sophisticated networks.
• Extensive knowledge of multiple Carrier VoIP and Application Solutions (CVAS) and unique customer networks across the CVAS portfolio will be learned to ensure timely and accurate issue isolation and resolution.
• The successful candidate will be expected to interface directly with external customers, other vendors, and Product Design teams when a software fix is required.
• Technical Support is typically provided remotely via phone, email, and network VPN connections.
• Experience with various operating systems such as Windows, Solaris, UNIX, Linux, and protocols such as IP and SIP are required. Familiarity with and a strong desire to learn IP data networking is a must.
• Demonstrated problem solving skills, organizational and time management, and customer interfacing skills are required. A strong attention to detail with the ability to work in time critical situations while remaining focused. The ability to analyze moderately complex issues is required.
• Position requires strong written and oral communication skills and the ability to function effectively as part of a team.
• Excellent organizational skills.

• A BS degree in Information Technology, Computer Science, Computer Engineering, and Electrical Engineering is a requirement.

About this company
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GENBAND ensures a smooth migration to next-generation networks. The company provides carrier-class networking gear that some 600...