Technical Services Engineer - OSA (Finance)
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Job Summary
The Technical Support Engineer (TSE) will be responsible for providing phone support and occasional field support to users of ADTRAN hardware. The TSE will be an expert on the products that are supported by this role, and will work with highly technical end-users, ADTRAN Design Engineers, ADTRAN and Partner Sales personnel, ADTRAN Product Management, and other ADTRAN personnel as needed in the resolution of customer issues; whether technical or process-related. Primary support role will be fielding support calls on ADTRAN's FSP150 and Oscilloquartz products.
This Technical Support Engineer (TSE) is a professional level position where assignments are designed to develop professional work knowledge and abilities. This role requires the ability to perform Engineering tasks for a major project or for projects of moderate complexity with limited direction.
Duties and Responsibilities
- Serve as an extension of the global ADTRAN Sales Team for post-sales activity.
- Achieve and maintain a solid understanding of Product Support tools including Microsoft Office and related office software, current CRM, Bug reporting system, and internal wiki resources.
- Interact with other departments as a customer advocate to ensure customer issues are resolved in a timely manner.
- Replicate customer network set-up and applications in labs when applicable.
- Test field issue fixes made by engineering.
- Provide remote phone, email, and online support on tickets off a queue regarding ADTRAN hardware and software.
- Field post-sales calls from various ADTRAN customers including Tier 1-3 Service Providers, MSPs, and Enterprise Businesses.
- Provide on-site support at customers' locations to assist with trouble resolution when necessary.
- Provide design and configuration input to other ADTRAN departments when needed.
- Resolve basic, intermediate, and complex issues and aid other team members.
- Independently drive high profile customer/technical issues. This would include working with other departments to ensure progress is being made and providing timely updates to managers, sales, engineering, and product management.
- Assist in training other PSEs within the department.
- Produce and review precise technical writings to be used by both internal and external customers.
- Track software releases, keeping the team up to date on release schedule and posting releases online for customer access if necessary.
- Drive new product enablement and services development/improvement.
- Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the Company.
Basic Qualifications
- 5-8 years of relevant, professional experience required.
- Must be familiar with networking technologies.
- Excellent self-study skills to develop and maintain an understanding of new technologies and willingness to research and train on new technologies to keep skills current.
- Able to troubleshoot effectively and anticipate problems.
- Able to communicate clearly and effectively with internal and external customers by phone, in-person, and by email to solve their problems.
- Focused on providing the best in customer service.
- Self-motivated and able to work independently with minimal supervision as well as be able to work as a team member in a continuous improvement environment.
- Able to work simultaneously on multiple projects in different stages with a sense of urgency and efficiency and being available after hours for on call support.
- Experience with ADTRAN products.
