Senior Customer Support Engineer (2643LC)
Tekelec - Marlborough, MA

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Tekelec is looking for a Senior Support Engineer. This position can be located in Marlborough, MA.

Main Responsibilities :
Provide technical services and support for Tekelec’s Subscriber Data Management (SDM) solutions with special focus on SPR function implemented as part of a PCRF solution. (Services provided may include initial system implementation, network integration, system provisioning, capacity analysis, special feature implementation, ATP creation and execution and other services as specified by the support contract and statement of work (SOW).

Work with customers to ensure technical compatibility with third party products required for "turnkey" SDM implementations.

Create and maintain updated and detailed Methods of Procedures (MOP’s), Completion Notices (CN’s), project plans and schedules of activities and deliverables.

Work through technical issues reported into TAC by customers and 3rd party vendors.

Manage and respond to CSRs reported into TAC and escalate product CSRs to Design Support. Technical support for implementation of Tekelec SDM in a variety of established markets ( Wireless and Wireline )

Technical support to SDM/SPR customers and customer prospects providing remote access and phone support assistance with the installation, deployment and management of SDM/SPR products and applications

Minimum requirements :
Minimum of 5+ years experience in designing and supporting large scale service provider network infrastructures

Ability to interpret and develop detailed network/system drawings as needed.

Complete understanding of data communications concepts of network architecture

Knowledge/experience with IPv4 and/or IPv6

Knowledge/experience with IP, network management, OSS systems

Knowledge/experience with Wireless technologies

Protocols and Standards: TCP/IP, RSVP, CDMA, GSM, SNMP, Diameter (3GPP)

Computer Systems: HP C-Class and DL models

Operating Systems: Linux/Unix

Applications: WWW/HTML tools, LDAP, RADIUS

BS in Computer Science, Electrical Engineering or equivalent

Strong interpersonal skills including excellent team oriented skills

After hours support duty is expected

Excellent troubleshooting/problem solving/analytical skills.

Must be a self-starter and able to work independently with Field service experience in customer facing roles

Ability to effectively deal with multi-task with changing priorities

Perform under pressure in critical situations.

Willing to perform domestic and international travel with up to 20% time and occasionally more often with short notice.

Strong oral and written communications skills.

Tekelec is an Equal Opportunity / Affirmative Action Employer m/f/d/v.

Tekelec - 17 months ago - save job - block
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