Overview

The Optical and IP Customer Support Engineer will be part of the Optical Technology refresh with new IP+Optical platforms, below are some examples: – New Optical platforms such as NCS4K, is launching in April 2015. Verizon, ATT and US Signal are some key customers. This platform actually bring Optical + IP customers on one single platforms and introduces Optical SDN controller -NCS1K(ROSCO) solution is already launch and many of our Data Centers are buying this solutions to provide Datacenter Transport Interconnect. The Team US Optical TAC/HTTS team is a single team which covers both the TAC role and Premium/HTTS customers. With TS Advantage in play this team has a potential of growing because we do not have any Optical HTEs. This team also helps US AS Optical talent pool. Role & Responsibilities We are looking for Optical and IP Customer Support Engineer and the following responsibilities include: Provide second/third level technical support for Optical and Data/IP technologies to Cisco customers, partners, account teams, and other TAC engineers Apply analytical skills and technical knowledge to solve product and network problems of moderate to high complexity Act as a technical expert and provide support on a world-wide basis Work on problems of diverse scope where analysis requires evaluation of identifiable factors Provide technology/product/troubleshooting training and intellectual property material as required Act as focal point for large account network problem resolution Effectively utilize moderate to complex lab setups to recreate and solve problems Submit complete and correct defect reports in area of expertise Interact across TAC teams and development teams at peer level Receive minimal supervision, no instruction on routine work, and general instruction on new assignments Report to Manager, Technical Support Typically interface with lower level CSE’s, VARs, OEMs, Service Providers, end-users & internal engineering departments Minimum Qualifications 2+ years with one or more Optical skills (SONET, DWDM, OC, SDH, ML, MSTP, etc) 2+ years working knowledge of Networking industry, products and protocols Strong analytical and troubleshooting skills Education BS in CS or EE or equivalent, or 4-7 years experience related to the position Desired Skills Ability to communicate effectively both verbally and in writing Ability to determine problems and deliver known solutions Ability to determine root cause and resolution for previously unknown problems Ability to work effectively with and provide guidance to other members of the workgroup Experience with handling critical customer issues/problems Working with cross-functional teams Presentation skills Previous Customer Support experience Database experience (Oracle, SQL, Sybase) Unix experience CCOS certification (either SONET or SDH) CCNA, CCNP or higher networking certification Physical work site address: Richardson, TXExperis is an Equal Opportunity Employer (EOE/AA)