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Customer Support Engineer

5.00 to 7.00 Years   Pune   04 Jun, 2020
Exfo Electro Optical Engineering India Private Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryTelecom / ISP
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Job title: Customer Support EngineerDivision/function: Service Assurance & Analytics (DF0004)Business unit / department: Customer Support Services (BU0089)Country: IndiaState: MaharashtraCity(ies): PuneEXFO develops smarter network test, monitoring and analytics solutions for the world s leading telecommunications service providers, network equipment manufacturers and webscale companies and we love what we do! With nearly 1,900 employees in more than 25 countries, EXFO is no. 1 worldwide in fiber optic test solutions and has the largest active assurance deployment. Our broad portfolio of intelligent hardware and software solutions enable our customer s network transformations related to fiber, 5G, virtualization and big data analytics. We re always looking for top talent to help us lead the way in a thriving industry with boundless opportunities.We are looking for a Customer Care Specialist to join the EXFO s service assurance, systems & solution customer support group. The person we are looking for possesses strong customer facing skills with a focus on systems administration & troubleshooting.At EXFO, you will work day-to-day with worldwide software development, system engineering and support teams. Your primary responsibilities will be to analyze and resolve customer issues in partnership with the different engineer teams of our solutions for network monitoring & analytics.Responsibilities

  • Lead complex troubleshooting and resolve critical or escalated technical issues;
  • Configure and troubleshoot customer related issues on our servers. Participate actively in on-call support with different global field partners, which may include occasional after hours and weekends shift work
  • Reproduce customer issues in self built lab environments & qualify fixes provided by engineering
  • Participate to customer issues prioritization calls with the various support teams
  • Build automation and participate actively in the scripting strategy, to restore & resolve customer issues
  • Troubleshoot customer system s performance at the hardware, software and Database level
  • Be involved with software development team for future development and improvements to be implemented from the collected customer cases from the support group
  • Accountable for customer satisfaction on the resolution
Technical Requirements
  • Advanced level Linux skills, including installation, systems administration and troubleshooting;
  • Advance level web application (Proxy, SSL, Java)
  • Advanced Wireline (Layer0 to Layer1) & Wireless protocol understanding
  • Advanced networking skills (TCP/IP, Subnetting, VLANs, IPv4/IPv6 routing, firewall and SSL/IPSec VPNs)
  • Experience with database (SQL, Sybase, Oracle)
  • Experience scripting (Bash, Python)
  • Expertise with virtualization technologies (VMware, Openstack, Docker)
  • Experience in Cloud computing like AWS
  • Consideration for Big Data architecture knowledge
Required skills and aptitudes
  • Strong communication and collaborative skills are a must;
  • Ability to communicate clearly and transparently in English, verbally and in writing, keeping the right people informed of relevant issues; French spoken is very desirable;
  • Work well in a fast paced, dynamic environment with geographically distributed teams;
  • Self-motivated, results-oriented with a strong desire to learn;
  • Ability to Analyze and Prioritize.
  • Ability to drive special task force teams to accelerate specific customer situations
Qualifications
  • Bachelor degree in Software Engineering or Computer Science
  • Minimum of 5 years in hands-on technical role
  • Includes occasional after hours and weekends shift work
Any other combination of experience/studies will be considered.What we are offering
  • Flexible working hours
  • Global MNC, Technology Leader
  • Dynamic and collaborative work environment
  • AGILE work methodology
  • Competitive vacation policy and holiday time off
  • Group Insurance
EXFO is an equal opportunity employer.Thanks for your interest in EXFO.If you have questions, please write us at careers@EXFO.comWe look forward to hearing from you soon.,

Keyskills :
troubleshooting networking computerhardware bigdata cloudcomputing webapplication customersupport supportservices dataarchitecture serviceassurance softwaresolutions systemengineering ncallsupport

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