Position: Senior Product Support Engineer
Location: North America
We are seeking a Sr. Product Support Engineer who has the technical depth to resolve complex issues and the professional polish to work with customers. Entone is committed to building a customer service organization that will be the benchmark of the industry. If you are looking for a chance to:
- join a company with a rapidly expanding customer base,
- use your technical and customer interface skills,
- influence product quality,
- be part of a world class technical service organization,
Entone would like to speak with you.
Description
The Senior Product Support Engineer will be responsible for installing, configuring, integrating, and supporting Entone’s IPTV gateway and Set-Top boxes in our customer networks. In addition to working directly with customers, he/she will work with Engineering to resolve technical issues and provide product quality and serviceability feedback. The individual will also work with our partners to validate/integrate customer configurations prior to deployment.
The qualified candidate should have experience in:
- Supporting IP network environments.
- Streaming video technologies
- Set-top boxes
- Quality Assurance
Additionally, the candidate must be able to communicate effectively and professionally both with our customers and within the entire organization.
Primary Responsibilities
- Provide “on-site” customer support for Entone’s CPE products
- Assist in integration efforts with Entone’s partners
- Manage a technical support lab infrastructure
- Install Entone’s products into customer networks and execute customer acceptance test plans to validate end-to-end video delivery
- Investigate, diagnose and resolve technical issues in customer networks
- Work with our sales team in a pre-sales support role
- Prepare and present live demos at customer sites and trade shows
Education Requirements
- Bachelor of Science in Computer Science/Computer Engineering/Electrical Engineering or equivalent experience
Experience/Skills
- At least 5 years experience in a technical service organization
- 2 years experience in IP networking-related product development
- A strong understanding of IP protocols and telecommunication/cable operator networks
- Ability to diagnose technical issues at the network and node level
- Understanding of video and media streaming technologies, including streaming control protocols (MPEG2/4)
- Broadband access network technologies
- Experience working in a QA environment
- Ability to understand, communicate and clearly document customer issues
- Excellent communication, interpersonal, and presentation skills
- Excellent trouble shooting skills
- Demonstrated the ability to learn new technologies quickly and apply in a customer support environment
- Willingness to “do whatever it takes to get the job done”
- Demonstrated independent, professional judgment in customer service scenarios that resulted in a positive impact
To apply for this position, please send your resume to jobs@entone.com.