Customer Support Engineer

Customer Support Engineer

 

Carrius has a need for several Support engineers to work as part of a team to resolve customer technical issues and ensure product stability and usability.  These individuals will work with the customer base on a daily basis and be required to have a close working relationship with both SVT engineering and Development engineering.  These positions will report to the VP of Customer Support.

 

Key Responsibilities:

?  Customer technical issue investigation and field resolution

?  Track customer technical issues and  resolutions provided from the Development team.

?  Duplicate customer environment and identify/document HW/SW defects

?  Document and track SW defects

?  Work closely with development and integration engineers to ensure defect resolution

?  Develop release and user application notes for identified defects and product features

 

Experience:

?  BS/MS in Computer Science, Electrical Engineering or equivalent required

?  5+ years engineering experience in telecommunications, switching in particular, support environment preferred.

?  Intimate operational experience with Class 5 switches, namely the 5ESS or the DMS preferred

?  Familiarity with Telcordia (Bellcore) specifications, LSSGR, and other related standards

?  Protocol, Call Processing, or API testing experience

?  Intimately familiar with traditional telephony interfaces including T1/E1, MFR1, MFR2, ISDN, SS7/C7, E&M, FXO/FXS, DID, etc.

?  Practical knowledge and experience with VoIP protocols and technology including RTP/RTCP, G.7xx, G.16x, SIP, SIP-T, H.323, ATM, etc.

?  Test tool experience, specifically IPNetfusion, EAST, Ameritec Call Generator, INET, ABACUS

?  Experience with service application interfaces including AIN, JAIN, Parlay, and SIP

?  Linux/Unix/MacOS base OS (not GUI) skills a plus.

 

Skills:

?  Good demonstrable writing and verbal skills

?  Self-starter at research and discovery

?  Strong interpersonal skills

?  Strong command of spoken English

 

Travel Required.

 

Education:

At least a bachelor?s degree in Computer Science, Electrical Engineering, or another related engineering field.  Post-graduate degree in engineering is a definite plus.