Senior Support Engineer

Location: Cambridge, MA
Date Posted: 04-18-2018
About the Job

As a CP Support Engineer you will be an integral member of a team responsible for quickly resolving highly technical, complex issues. Your role will be critical in maintaining the trust of our customers. You will be working directly with our customer's technical teams in defining issues, resolving them, or leading a cross-functional team to drive resolutions.
 
About the Team

You will be part of Ericsson UDN's best-in-class technical team supporting our global customers. As a member of this team you will work in a highly collaborative environment to deliver excellent customer support.
 
Responsibilities:
 
* Work to resolve technical issues related to Ericsson UDN products and infrastructure as reported by our customer's technical staff.
* Work independently with our customer's technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Ericsson UDN distributed network and an in-depth examination of the interaction between Ericsson UDN and the customer's origin infrastructure.
* Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our product engineers and/or operational teams.
* Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles.
* Work as a technical resource on engineering bridges on complex issues.
* Become a Subject Matter Expert of multiple product/services and work with engineering to ensure that new Ericsson UDN services can be supported and meet our customer's needs.
* Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Ericsson UDN services. Work closely with Engineering and Product Management to implement these enhancements.
 
Qualifications:
 
Basic Qualifications
* Bachelors Degree in CS, MIS, or relevant engineering/science fields.
* 5+ years of experience in technical support, engineering, IT, project management or consulting.
* 5+ years of experience in Internet technologies, standards and protocols, including DNS, TCP/IP, HTTP/HTTPS, Web architecture and design or relevant coursework.
 
Desired Qualifications
* Prior customer-facing experience.
* Available to work on-call on a rotating weekly schedule
* Knowledge of how the Internet works (HTTP and DNS).
* Programming knowledge and experience (Perl/shell scripting or python/ruby preferable).
* Knowledge of common network protocols (TCP/IP, ICMP) and tools.
* Knowledge of web programming (HTML, javascript, ASP, JSP)
* Familiarity with video streaming technologies including Silverlight and Apple HLS
* Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers.
* Excellent verbal and written communication skills, ability to disseminate information in a clear and concise manner to both business and technical audiences.
* Strong relationship building skills, can positively influence the actions of others and works as a team player.
* Ability to manage multiple priorities, commitments and projects.
* Self-motivated, directed and passionate about what you do. Strives for results.
* Experience with Zendesk, Jira, PagerDuty or similar tools
* Experience with Gomez, Keynote or Catchpoint
 
About Ericsson UDN:
Ericsson UDN is developing the first distributed edge compute platform that enables services such as content delivery to deployed on service provider access networks.  Our goal is to enable the next generation of applications such as VR/AR, gaming, IoT, and big data to be deployed in a tiered compute infrastructure that enables massive scale with ultra-low latency. Our first service, a massively scaleable Content Delivery service is already in production.  Successful candidates will have the opportunity to work with the largest names in the business.
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