Customer Support Engineer | Enea Romania | 0LOVES1
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We're not saying it's gonna be easy.
But we promise it's not gonna be boring.

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?

Customer Support Engineer

Location: Bucharest, Romania

Number of positions available: 1

Job Type: Full Time

Division: Enterprise 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

CSEs are deep technical advisors and use all their engineering skills to best analyse complex information and issues from our customers. CSEs also develop their technical and communication skills through coaching, innovative training, and team work to meet customer expectations- our customers are professionals and expect a professional handling from Enea customer support team. CSEs are conducting active dialogue with the customers to make sure that they understand customers query by gathering all the necessary information to make analysis of the situation and help the customer. CSEs are normally (independently)analysing code, set up their own tests and thus help the client with their query. CSEs have a very experienced team of support engineers plus the maintenance engineers in Eneas development team to get assistance from whenever needed. Support is part of R&D and customer support has the highest priority in our organization. CSEs do not normally have to travel but it may be required.

Essential functions

  1. Owns the customer support ticket and drives it from ticket creation to resolution and to the best of
    her/ his ability meets the agreed SLA time frames
  2. Conducts analysis of incoming customer reports being the main customer contact
  3. Reproduces software errors, if possible
  4. Pinpoints the cause of the error, if possible
  5. Proactively seeks help from 2nd line support whenever needed
  6. Performs technical follow-up calls with customers within the specified timeframe to ensure
    satisfaction with resolution
  7. Ensures that that there is a rapid, solution focused dialogue led with the 2L support engineers
  8. Contributes and suggests areas of improvement for tools, processes, and other related topics

  9. Ensures that delivered SW/HW to customer fulfils their needs
  10. Produces RCAs (Root Cause Analysis) when needed
  11. Ensures that each support case has the right priority to meet the agreed SLA due date
  12. Escalates to Team Support Manager whenever necessary

Required key skills

  1. Must be passionate about software development, helping people and learning
  2. Experience/ Familiarity from software development in relevant technical areas such as, NFV, DPDK, OpenvSwitch, Linux IP/networking technologies, IP fast path technologies, Cloud Computing, NETCONF/Yang,IP networks and protocols, Internet based services and applications (VoIP, TV, VoD, 3G…)
  3. Strong experience in C language programming, preferably on on x86 architecture under Linux
  4. Ability to quickly understand new technologies and architectures
  5. Experience in Linux applications programming/debugging
  6. Ability to write effective and reusable code according to best practices
  7. Strong communication skills in English
  8. Ability to effectively deliver product presentations and demonstrations
  9. Ability to lead discussions with customers
  10. Flexible on working hours/organization

Qualifications

  1. Engineering Degree / College graduate in Computer Science or Electrical Engineering Telecommunications or equivalent
  2. At least 3 years experience in a similar role

Great to have

  1. Master’s degree in computer science or Electrical Engineering
  2. Competence in Deep Packet Inspection technology
  3. Competence in network analyser tools
  4. Competence from other Operating Systems and CPU architectures (multicores)
  5. Ability to design customized and appropriate solutions according to the customer needs
  6. Experience and skill in Java and familiarity with scripting languages (bash/python)
  7. Familiarity with open-source software and tools used for building a Linux distribution (we are using the Yocto project)

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