Customer Services & Support Expert engineer | Enea Romania | 0LOVES1
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We pride in providing new challenges all the time for our creative, rebellious engineers. This is the kind of place where we want to change the world with the right lines of code. Insane passion, curiosity and thirst for breaking barriers and rules feel like home here at Enea.

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Customer Services & Support Expert engineer

Location: Craiova, Romania

Number of positions available: 1

Job Type: Full Time

Division: Services Division, Enea Romania

We pride in providing new challenges all the time for our creative, rebellious engineers.
This is the kind of place where we want to change the world with the right lines of code. Insane passion, curiosity and thirst for breaking barriers and rules feel like home here at Enea. Would you feel like home?
 

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Job description

Position objectives

The Expert Engineer is a key profile to setting up a global Customer Service and Support organization which intervenes mainly on the maintenance phase of the customer relationship, as well as on the project and presales phases.

Qosmos Deep Packet Inspection (DPI)-based technology identifies data traveling over networks in real time, providing a true picture of the traffic by identifying protocols, types of application, and extracting additional information in the form of metadata. Qosmos DPI engine recognizes over 3100 protocols and can extract over 5000 metadata – more than any other on the market. Equipment makers, telco and enterprise software vendors use the technology to gain application visibility, accelerate time to market and benefit from continuous signature updates.

Essential functions

Maintenance Phase:

  1. Responsible for the overall service level quality of all assigned tickets as per specific customer SLA
  2. Accelerates the Workaround delivery within the committed SLA
  3. Assists Customer Service & Support Engineer in case of blocking issues
  4. Privileged interface with R&D/Sustaining Engineer/Team as necessary to resolve Customers and products problems
  5. Performs technical follow up call with customers within prescribed timeframe to ensure satisfaction with resolution
  6. Involved in customer escalation as per Escalation Procedure or as required to ensure timely resolution
  7. Conducts post escalation reviews as warranted, develops and presents recommendations on escalation prevention strategies
  8. Provides Back-Line support to other Service & Support Engineers to ensure timely and effective customer problem resolution
  9. Periodically tickets reviews, ensuring customer requests are being appropriately answered
  10. Provides effective internal/external reporting (e.g. RCA)
  11. Interfaces with R&D, Pre-Sales, Customers

Project Phase:

  1. Delivers Professional Services such as on-site technical assistance, product integration/customization
  2. Assists the Project Manager in order to accelerate the resolution of technical issue submitted by the customers in the course of the project
  3. Delivers customer training, potentially on site
  4. Interfaces with Project Managers, Customers

Pre-Sales Phase:

  1. Assists the Pre-sales Engineer in order to accelerate the resolution of technical issues
  2. Supports the Pre-Sales Engineer during the product evaluation
  3. Works occasionally with Sales Personnel to provide product and technical knowledge in support of pre-sales activities
  4. Interfaces with Pre-Sales, Account Manager, Customers

Required key skills

  1. Able to work in remote with most of the Team and Team Manager in Paris, France
  2. Fluent English
  3. Direct experience supporting OEM design-in cycles preferred
  4. Strong experience in C language programming on x86 architecture under Linux
  5. Requires 5 years minimum of relevant industry experience in network environments
  6. Exceptional troubleshooting and problem solving skills are required
  7. Excellent presentation, writing, Customer-facing, follow-up, and interpersonal skills
  8. Ability to interact with multiple departments to gather information and reach consensus
  9. Share knowledge with others, selflessly offers assistance to others
  10. Needs to be flexible in working schedule with possible weekend work
  11. Organized, timely and able to remain focused and calm under pressure situations
  12. Professional appearance and demeanor
  13. Self-motivated, detail-oriented and organized

Qualifications

  1. Master degree in Computer Science with a specialization in Information Systems / Networks
  2. Engineering Degree in Computer Science or Electrical Engineering
  3. Minimum of 5 years’ experience in software development over Linux

Great to have

  1. Thorough understanding of IP networks and protocols, Internet based services and applications (VoIP, TV, VoD, 3G…)
  2. Knowledge in network architecture
  3. Knowing other Operating Systems and CPU archictures (multicores) would be a plus
  4. Knowledge in Deep Packet Inspection technology
  5. Knowledge in network analyzer tools
  6. Excellent Command of English language
  7. Ability to effectively deliver Qosmos product presentations and demonstrations
  8. Ability to lead discussions with customers
  9. Ability to design customized and appropriate Qosmos solutions according to the customer needs
  10. Ability to quickly understand new technologies and architectures

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