GDH Consulting is looking for a Consulting Engineer to work remotely.
Our client is seeking a Mobility Customer Support Engineer. This opportunity provides a highly motivated individual an opportunity to work with one of the largest mobile operators in the world. The CSE provides post-sales support and project / customer management for Cisco's Mobility packet core product and technologies.
The CSE opportunity allows for in depth understanding of several key growth segments of the Mobile marketplace including Linux, Hypervisors, Cloud Orchestration and WAN/LAN facing transport technologies.
The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management. Multi-tasking and the ability to successfully manage multiple issues at once are necessary for the CSE. The CSE will build and maintain relationships with existing customers as well as work with new customer as they come on-line.
The CX organization is a dynamic and growing organization looking for knowledgeable and capable individuals to help scale the team as we move forward in a very fast and evolving marketplace.
Provide tier three technical support. Manage day-to-day technical needs of service provider customers. Support / enable customer specific solutions to grow business. Steer customer expectations according to product and network management capabilities.
Participate in daytime and night/weekend on-call rotation
Troubleshoot service provider networks to quickly resolve downtime and outages
Maintain customer support database for active issues
CSE is the owner of issues as they arrive and throughout the resolution process
Create Methods of Procedure (MOP) and action plans for post-sales projects
Utilize the technical service lab to recreate and resolve customer issues
Develop expertise in specific areas (i.e., technology, product, solution)
Transfer this skill to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
Manage the issues/customer by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Effectively communicate/escalate issues to engineering, and resolutions/work-around to the customer
Expertise in packet core technologies like 3G, 4G, LTE, and 5G networks
Hands-on experience with StarOS and ASR 5500
Experience with Remote Customer Support
Strong analytical, problem-solving, and organizational skills
Strong written and verbal communication skills
Strong skills of Linux/Solaris/Unix
Strong skills in database management
Minimum of 5 years' experience (or graduate school equivalent) in the telecommunications industry
Desire to continue learning
Strong knowledge of protocols including TCP, UDP, Diameter and other general Routing and Switching protocols
BASH, Python, Perl, C, Java, or any programming/scripting experience
Virtual Network Functionality knowledge
Software-Defined Networking experience
Virtual environments such as VMWare, KVM or Open stack
Experience with databases, Mongo preferred
Experience with scripting and automation tools/languages
Experience with high availability service provider or data center environments
System Design, Configuration Management, Development and Deployment of virtual services in multiple environments
BS in Engineering/Computer Science/IT and/or equivalent experience, Master's degree a plus
According to the US Bureau of Labor Statistics (BLS), employment in computer and information technology occupations is projected to grow 11 percent from 2019 to 2029, much faster than the average for all occupations. These occupations are projected to add about 531,200 new jobs. Demand for these workers will stem from greater emphasis on cloud computing, the collection and storage of big data, and information security.
According to BLS, the median annual wage for computer and information technology occupations was $91,250 in May 2020, which was higher than the median annual wage for all occupations of $41,950.