Technical Support Engineer (with DOCSIS/PON background)

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.
How You'll Help us Connect the World:Provide 24x7 technical support for Company customers and other internal employees via phone or email, for Company/Pace HFC products including CMTS/CCAP, NXT, CorView, ATS, Cable Modems and various 3rd party hardware, EMS and NMS. This includes handling customer cases during business hours and being on-call for emergencies on a rotating Schedule.Perform investigation and analysis, problem reproduction, and resolution of customer problems; Work closely with Tier-4 Tech Support and Sustaining Engineering groups to resolve customer issues.Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with the engineering teams.Work closely with Optical Design team to provide Fiber Optics network design such as Fiber-Deep, RfoG, PON etc...Travel and Perform Professional Services on-site for Fiber Optics, HFC, NXT testing and implementation in addition to the delivery of additional services like training sessions.Travel to customer locations to support trouble shooting and also may help out other groups in support of trials possibly long with Field Validation projects.Utilize Call Tracking and Knowledge base tools to record customer reported issues and progress as being issue to resolution.Provide initiatives for improvement of support processes; communicate these in an accurate and timely manner.Perform other duties as required.
SKILLS REQUIRED• Bachelor's degree with technical focus, preferably Engineering or Computer Science degree and preferably 2+ years relevant experience• Must have experience in DOCSIS/PON.Display a breadth of knowledge in devices key to deploying the solution or application in the network. This includes the ability to discuss other vendor’s products and capabilities as related to network interaction.• Has broad system understanding of how operators use product in the field. Ability to solve complex issues by identifying the scope of the problem and pooling necessary resources (i.e., H/W, S/W, Verification etc.)• Possesses understanding of cable telephony/broadband concepts and services as well as the direction in which the industry is moving.• Experience in Customer Service or similar technical support position• Demonstrate effective writing and presentation skills to all levels of management• Strong organizational, communication and interpersonal skills.• Familiar with CRM tools (call tracking, knowledge Base, etc.)• Ability to interface with Company design and other teams using proficient spoken and written English.