Duration 12-18 months
Roles and Responsibilities
The CATS Technical Support Engineer (CSE) responsibilities include:
o Providing technical support regarding the company's proprietary systems and software, including documentation of internal troubleshooting methodologies as required.
o Assisting customers in debugging hardware/software related issues on various platforms via phone, email, and chat communications.
o Giving top level technical support for router and switch system architecture (both hardware and software).
o Applying analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.
o Effectively utilizing moderate to complex lab setups to recreate and solve problems.
o Submitting complete and correct customer-found defect reports.
o Acting as a technical authority and providing support on a world-wide basis.
o Working with minimal supervision and instruction on both day-to-day work and on new assignments to expand the company’s intellectual capital.
o Collaborating with other TAC engineers, members of customer sales and support teams, and internal business units.
Minimum Qualifications
o Bachelor’s degree or equivalent in computer science or engineering.
o Ideally, some customer service and support experience, including crisis management skills and time management to triage critical customer issues.
o Effective written and verbal communication, including strong negotiating, influencing, time management, organization and soft skills
o Ability to focus on personal development to increase responsibility over time and effectively work with and eventually help guide peers.
o One to three years experience with networking and programming knowledge or academic equivalent.
Desired Skills
o Minimum CCNA level networking knowledge; CCNP and CCIE welcomed.
o Literacy in one or more common programming languages (C, C++, Java, Python)