Job Summary

Customer Support Engineer

  • Location:
    Richardson, Texas
  • Job reference:
  • Contract Type:

A Customer Support Engineer job in Richardson, TX is available through Modis. As the Service Provider Customer Support Engineer,  represent the company’s technical capabilities and manage day-to-day technical needs of service provider customers.  
This is a long term contract on W2. No C2C or Third Party candidates will be considered for this role.

  • Provide tier one and tier two technical support.
  • Participate in daytime and night/weekend on-call rotation.
  • Troubleshoot service provider networks to quickly resolve downtime and end outages.
  • Own incoming issues and drive them to resolution.
  • Update case notes to reflect current status of support cases.
  • Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.
  • Effectively communicate/escalate issues to engineering within Cisco, and resolutions/work-arounds to the customer.
  • Utilize the Cisco technical service lab to recreate and resolve customer issues.
  • Develop additional expertise in specific areas (i.e. technology, product, solution).
  • Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...).

The Customer Support Engineer will have the following major responsibilities:

  • Customer Support – represent the company’s technical capabilities and manage day-to-day technical needs of service provider customers. Support / enable customer specific solutions to grow business. Steer customer expectations according to product and network management capabilities.
  • Beta Support – drive successful new product introduction in partner labs and customer live network.
  • Perform ad hoc analysis and tasks as assigned
  • Network Planning (external) – deliver expert consulting, design and engineering support to customers for sales opportunities. Work with Sales and Professional Services to develop state-of-art customized solutions for Carriers worldwide. Recommend technical solutions to improve customer operations.
  • Network Planning (internal) – provide technology consulting for internal teams (i.e. Product Management, Marketing, Sales). Convert external customer requirements into recommendations for new product features and improvement in existing products.

Required Skills;

  • Linux (3 Years)
  • VM Ware (3 Years) or KVM (3 Years)
  • OpenStack (2 Years)
  • Nagios/ELK (1 Year)
  • Jenkins (1 Year)
  • Strong analytical, problem solving and organizational skills.
  • Strong written and verbal communication skills.
  • Minimum of 5+ years’ experience or graduate school equivalent in the telecommunications industry
  • Deep Desire to continue learning and demonstration of technical curiosity
  • Python, Perl, C, Java or any programming/scripting experience

Skills considered a plus:

  • Software Defined Networking experience
  • Experience with high availability service provider or data center environments
  • Experience with any Orchestration software, YANG data models, NETCONF protocol or other orchestration components with a desire to learn about creating Yang models
  • System Design, Configuration Management, Development and Deployment of virtual services in multiple environments
  • BS in Engineering/Computer Science/IT and/or equivalent experience, Master’s degree a plus.
  • CCIE not required, but is a plus

If you are interested in this Customer Support Engineer job in Richardson, TX then please click APPLY NOW. If you have questions about the position or would like more information, please contact Caroline Chambers at (Email Address Withheld by Request)
Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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