Senior Technical Support Engineer

 

Pactolus Communications Software is the recognized leader in the development and delivery of next-generation IP enhanced service solutions for converged TDM/IP and VoIP carrier networks.

 

Made for the real world and designed for high-volume, highly available carrier networks, Pactolus solutions are handling billions of minutes of subscriber calls for major tier one and tier two carriers around the world.


Our SIP-enabled products are revolutionizing the way subscriber voice services are created and deployed. In the process, we?re creating exciting career opportunities for skilled professionals who want to be at the forefront of a market poised for explosive growth.

 

Pactolus is a great place to work.  In addition to a stimulating environment where you?ll work hands-on with hot technologies like XML, JAVA, Oracle, SIP, and MGCP, Pactolus offers a generous Benefits package, a casual work environment, tranquil surroundings right off of Interstate 495, a caf? on site, and PIZZA FRIDAYs.

 

The Opportunity

 

The Senior Technical Support Engineer provides technical support on Pactolus products and customer applications.  This position develops and maintains relationships with customers, communicates customer issues within Pactolus, and provides expertise regarding the functionality of Pactolus products. 

 

 Provide senior technical management of customer installations, including responding to and managing customer incidentsPlan and execute system installations, upgrades and patchesPerform bug verifications, release testing and trial supportCoordinate internally with development/QA functions for planning the delivery of new featuresCommunicate extensively with customer technical personnel for incident status and release planningLead system integration projects for new customer installation, including performing software installation, customer network integration, and customer acceptance testingParticipate in training customer technical personnel in all facets of system operations

 

Requirements

 

? Candidates must have a BS CS/EE degree or equivalent with 5-10 years of customer service experience, preferably in the field of computer telephony applications support

? Strong communication and excellent customer relationship management skills a must. This position acts as the primary communications conduit with customers for post-sales technical issues.

? Strong project management skills, including the aptitude to effectively manage multiple projects, are required.

? In-depth knowledge of two or more technologies, including UNIX/Linux system administration, Java/SQL programming.  IP routing network configuration, and telephony protocols SIP / MGCP required

? Must be a team player who can contribute skills and ideas to the group.

? Flexibility to participate in rotating customer support coverage

? Occasional travel is required, as an important aspect of this position consists of on-site customer support