Engineer-Tech Support

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) 

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