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Careers: Customer Engineer, Global Customer Support

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Careers at Vyatta

Customer Engineer, Global Customer Support

 
Job Summary:
 
Customer Engineer, Global Customer Support is responsible for delivering outstanding technical services and support to Vyatta customers and partners. The CE will work in all aspects of Vyatta Global Customer Support and facilitate interactions between the organization and the rest of Vyatta. Areas of operational responsibility include TAC support service, Vyatta internal network support, building and managing the technical support lab. Work with team members to provide exceptional service to customers. Use your knowledge and experience to the best advantage in order to help Vyatta, the team and fellow team members continue to deliver and improve.
Principal Duties and Responsibilities:
 
TEAMWORK 
Vyatta is a start-up, and that requires almost everyone to be a team player and sometimes a coach. The CE must have the technical ability and the customer skills necessary to jump in and tackle problems as well as help others by sharing experience and knowledge.
 
TECHNICAL SUPPORT
1. Uses considerable judgment and experience to analyze, evaluate and diagnose complex equipment and/or network problems in a minimum of time.
2. Independently develops and executes effective action plans to overcome or establish a work-around to system problems.
3. Keeps customer and Vyatta management informed on a timely basis and according to defined escalation timelines.
4. If the problem is determined to be an Engineering issue, works independently with the appropriate engineering resource(s) to bring the issue to closure. This includes, but is not limited to, gathering sample traffic and replicating the issue in the lab. If the problem is not reproducible in our own lab, will work with the customer to get remote access to the customer's network.
5. Applies job skills and internal policies and procedures to plan and execute a wide range of difficult and complex repair and maintenance tasks such as complex hardware installations and upgrades or reconfigurations.
 
TECHNICAL PROFICIENCY 
1. Develops an understanding of customer applications and deployment strategies and how they interface with the Vyatta supplied equipment and software.
2. Maintains proficiency in isolating and diagnosing Vyatta supported protocols and feature sets.
3. Maintains proficiency in the Vyatta supplied systems and is capable of system (network) performance analysis.
4. Troubleshooting skills must be kept sharp.
5. Stays current on technological advancements.
 
DOCUMENTATION 
1. Assists in the development of support documentation, including technical bulletins, white papers, how-to's, knowledge base entries, and other self-help information.
2. Carefully logs problem information to the problem tracking system and other appropriate systems, including bug tracking systems.
 
ADMINISTRATION 
1. Documents and communicates observations and lessons learned for distribution to other Customer Service personnel and the field.
2. Responsible for accurate reporting of appropriate business documents. Includes but is not limited to: Database updates, call follow-ups, install reports, e-mail, site management/audits, expense reports, and account hot list report.
 
OPERATIONAL ACCOUNT MANAGEMENT 
1. Maintains effective relationships and proactive contact with customers/users and is responsible for operational account management.
2. Generally interacts with operations and management level staff within customer organizations.
 
Qualifications:
 
MINIMUM EXPERIENCE AND EDUCATIONAL REQUIREMENTS 
  • Exceptionally strong customer relations and communication skills
  • 5+ experience providing technical customer support in a networking environment
  • Ability to work effectively in a start-up environment
  • Bachelor's Degree in Electrical Engineering, Computer Science or related field (or equivalent experience)
TECHNICAL REQUIREMENTS
  • 5+ years of expert-level TCP/IP networking experience, including ARP, RIP, OSPF, BGP
  • Working knowledge of DHCP, NAT, SSH, TELNET, etc.
  • True Understanding of Layer-2 and Layer-3
  • Linux experience desirable
  • VPN & Firewall experience highly desirable
  • Familiarity with digital telephony including T1/E1 and T3 circuits
  • In-depth experience with Ethernet
  • Experience with WAN protocols including PPP and Frame Relay
  • Experience with lab and test equipment such as SmartBits traffic generator desirable but not required.
Please send a cover letter and resume to: jobs@vyatta.com