About the job
This is a highly technical role, providing technical support to Plume’s retail customers, Enterprise customers and their Network Operations Center teams. The role covers architectural, design, and implementation consultancy support that will include set up of support policies, technologies and processes along with triage of field issues
The Senior Support Engineer will be required to develop and maintain an expertise in the relevant Plume products and ensure that a high level of customer satisfaction is maintained with customers. In addition to knowledge of the Plume products, the Senior Support Engineer will be expected to bring, maintain and develop knowledge and skills of the surrounding systems, software and vendor landscape, as well as customer requirements and industry best practice.
Responsibilities:
- Resolve customers' issues with the recommended troubleshooting steps for technical issues, keep track of unresolved and escalated issues, and take ownership in resolution of customer issues until they’re fully resolved
- Drives diagnosis, troubleshooting and thorough testing of reported problems that are not easily reproducible.
- Use higher level networking tools to test and reproduce complex network connection and performance issues in a comprehensive manner.
- Conducts reverse engineering from the code for known and suspected issues.
- Document and open support tickets for Customer issues.
- Lead cross-functional customer experience review sessions with Product and Engineering. Communicate clear and actionable recommendations towards product improvement (including bug fixes and new features) during these sessions, and manage prioritization of these requests
- Proactively seek to identify trends based on calls received and cases created by/for the Customers .
- Work to immediately notify the Product and Engineering teams of these trends, while also identifying possible underlying technical issues, and recommending possible solutions.
- Escalate cases and develop relationships with Engineering to resolve issues in a timely and effective manner.
- Work closely with Service providers and Enterprise customers to help them gain a good understanding of the technical issues and the paths towards resolution. Provide both strategic and day-to-day technical expertise and support for assigned accounts
- Develop strong technical relationships at the highest levels within the accounts
- Manage the timely, accurate and quality delivery of the company products and technical support to these accounts as required to meet sales goals.
- Develop Support tools with Engineering to enable collection of useful data for faster diagnosis and resolution of issues
- Define requirements that will enable increased supportability of the Plume product
- Writes policies and standard operating procedures to support effective use of proactive Support technologies and systems.
- Conduct in-depth technical training and transfer of knowledge sessions to enable Enterprise customers and junior Customer Engineering members to provide technical support to the end customers.
- Primarily work during India working hours, however be flexible to work in US shifts as required on a rotation basis.
Qualifications:
- At least 10 years work experience in Support Engineering
- BA/BS degree in Computer Science or related technical field or equivalent practical experience.
- Strong understanding of IEEE 802.11/WiFi Protocols
- Experience developing software using C/C++
- Network management skills: In depth knowledge of OSI/TCP IP layers, strong understanding of LAN technologies like DNS, DHCP, Bridging, Switching, Routing
- Prior experience in Linux, Red Hat Linux, Fedora and Ubuntu based development and Networking. OpenWRT and RDK experience preferred but not required.
- Familiar with operation of management tools and network analyzers like Sniffer, Wireshark, tcpdump.
- Trend analysis to help deliver more efficient solutions to customer network
- Good understanding of Cloud Architectures, virtualization and various enabling technologies from vendors.
- Basic Shell and Python scripting skill
- SaaS experience is a plus but not required.
Posted on Dec 13, 2023.
