Job Purpose:
The Customer Technical Support (CTS) Engineer supports the customers on technical topics during the whole lifetime of a product from presales until phase out of a product (Product range: DSL-Gateways and Networking Products of Digital Home). He creates customized SW builds and performs technical trainings for customers tailored to the operation of the customer specific product.
Responsibilities
• Creates customized SW Builds to apply Network integration for dedicated customers
• Tests Customized SW in Customer network scenarios
• Analysis technical issues on site/remote
• Manage issue resolution between Customer and BU in all phases of Product life cycle
• Develops workarounds and alternatives
• Defines and executes Product and Network Demonstrations tailored to Customer requirements in Presales Phase
• Supports the tendering team by answering technical statement of compliance and follows the technical Contract negotiations and adopts the technical Documentation
• Performs customer tailored technical Product training (configuration, operation, helpdesk)
• Single point of Contact for all technical questions of Customer in presales, sales and post sales phase
• Responsible for customers national and internationally, including traveling for business occasions in whole EURASIA region
Profile:
Education:
• Master of Engineering or Informatics
Location:
1. Edegem
2. Germany
3. United Kingdom
4. Rennes
Experience:
• Some earlier experiences in the field of testing for telecommunications equipment shall be considered as an advantage. (2 years)
Technical skills:
• Understanding of common OS, SW concepts and telecommunication networks and components
• Understanding of the following technologies: Ethernet, VLAN, 802.11, USB, ATM, GPON, DOCSIS and DSL
• Basic understanding of the TCP/IP protocol suite (incl. NAT, ALG, VPN, UPnP, DNS, DHCP). Preferably also in an IPv6 context.
• Basic understanding and knowledge of LUA, XML, LINUX
• Understanding concepts of the following applications and their underlying technologies: VoIP (SIP/MGCP), IPTV (IGMP/multicast), TR69 and DLNA/UPnP AV
• Experience with IP routers/gateways and IP networks in general
• Knowlegde of problem-analysis/troubleshooting
• Basic knowledge of presentation/communication techniques.
Language:
English is mandatory