Technical Support Engineer

THE COMPANY:

Our client develops video, voice and content collaboration and communication technology and they're looking for a Technical Support Engineer.

THE ROLE:

The main responsibilities for the Technical Support Engineer are as follows:

• Understand the products and solutions and ability to articulate the same to customers/partners
• Understand, scope and resolve complex technical issues raised by customer
• Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
• Use labs environments to re-create complex customer problems
• Use remote trouble shooting session or onsite visit in resolving the customer issues
• Configure, trouble shoot and resolve complex issues for the customers
• Document troubleshooting and problem resolution steps and provide training to customers when needed
• Offer an expert level support in Voice and Video technologies
• Take overall ownership of technical issues, and working with different teams resolve more advanced issues on day to day basis
• Assist in program reviews/providing feedbacks to partners, customers and engineering leadership

YOU:

• The ideal candidate will have a Bachelor's degree in Engineering/equivalent with 8-10 years overall industry experience and expert level understanding and experience in Voice and Video technologies
• Excellent understanding and experience for various voice and video protocols like SIP, H323, webRTC etc
• Prior experience in capturing the sniffer traces and identifying the issue from the logs and sniffer results
• The ability to analyse complex logs and understand the cause and provide resolutions
• Professional certification like CCNA, CVE, MSFT Teams, Zoom, Wireshark is required

If you are an experienced Technical Support Engineer looking for your next opportunity then we look forward to hearing from you.