Sr Staff Technical Support Engineer

Sr Staff Technical Support Engineer


Sr Staff Technical Support Engineer

Details of the offer

We are looking for an engineer with a CS or EE degree who finds solving problems, working as part of a team in a fast pace, non:repetitive work day, enjoyable and challenging. You find working at the systems level more interesting than software coding or HW development work on a daily basis. In this position, you will use your skills to analyze software and HW behaviors along with writing of some applications. You will develop a broad knowledge of protocols, standards, software tools, and people skills as you troubleshoot and work with the largest Broadband service providers on how to resolve issues. You will be part of an extensive company of professionals including other technical support teams, Hardware and Software Developers, Sales and Marketing professionals to provide support to CommScopes customers.

Job Responsibilities:

Provide technical support to and CommScope customers, via phone or email, for all CommScope supported products. Depending on local practice Tier 1 through Tier 3 level support may be required.

-As a core team member, provide after hours support on a 24x7 call out basis.

-Field Validation responsibilities for product releases of new software/firmware and hardware.

-Creation on Service Request for customer calls and PD creation if necessary.

-Utilize Call Tracking and knowledge based tools to record customer reported issues and progress as being issue to resolution.

-Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with engineering teams.

-Go on:site to support trouble shooting and also may help out other groups in support of trials possibly along with Field Validation projects.

-Be a point of contact, highly knowledgeable on subject matter for several CommScope products, processes and/or services for CommScope customers and CommScope colleagues (PLM, design, etc.).

-Delivery of additional services like informal training sessions, as well as professional services on:site.

Education, Skills and Experience:

:B.S in Engineering or Computer Science, along with 8:12years of Customer Service Experience, with 2+ years C/C++ software programming experience
Demonstrated leadership and judgment, influencing other departments inside of CommScopeand customers. Has the respect of the customers so as to represent CommScope in front of senior customer mangement.
Able to effectively interact with all levels of personnel, including senior management.
Able to work outside of the core technical services skill set and seeks out opportunities to do so.
Strong organizational, communication and interpersonal skills.
Dedication and flexibility to get the job done even outside of normal business hours.
Ability to interface with CommScope design and other teams using proficient spoken and written English.

Object Oriented development or Programming experience : highly desirable.

Perform all duties and responsibilities expected of a Sr. Engineer. This includes creation of Service Requests, Product Defects, Solutions, Field Bulletins, and presentations on core technologies and new products and features. On:call and travel responsibilities.

Perform fault reproduction and troubleshooting, system characterization and analysis, and root cause analysis of product issues. Assist and guide less experienced engineers with performing these activities.

Go on:site to support troubleshooting and also may help out other groups in support of trials possibly along with Field Validation projects.

Be a point of contact as a subject matter expert for several CommScope products, processes, and/or services for customers and colleagues (PLM, design, etc.). Have the confidence of management and automony to be a technical guide and influence the associated teams.

Represent Technical S

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