Technical Support Engineer
Core
Provide 24x7 technical support and on-site professional services for HFC, Fiber Optics, and broadband network products including CMTS/CCAP, NXT, and PON.
Role type
Technical Support Engineer (Field & On-call)
Builds
HFC and Fiber Optics network solutions (CMTS/CCAP, NXT, CorView, ATS, Cable Modems)
Domain
Telecommunications / Cable & Broadband
Deliverable
client delivery
Required skills
fault reproduction, root cause analysis, system characterization, drafting product Field Bulletins, Fiber Optics network design, HFC testing and implementation, training delivery, CRM tool utilization, process improvement
Preferred skills
knowledge of 3rd party hardware, EMS and NMS, Optical Design concepts (Fiber-Deep, RfoG)
Technologies
CMTS, CCAP, NXT, CorView, ATS, Cable Modems, Fiber Optics, PON, HFC, EMS, NMS
Responsibilities
Handle customer cases via phone/email during business hours and on-call for emergencies; Perform investigation, analysis, and resolution of customer problems; Collaborate with Tier-4 Tech Support and Sustaining Engineering; Travel to customer locations for troubleshooting, trials, and Field Validation projects; Conduct on-site professional services for testing and implementation; Provide training sessions.
Seniority
Mid-level, hands-on IC