Customer Support Specialist at EXFO ElectroOptical Engineering in Richardson, TX

EXFO develops smarter network test, monitoring and analytics solutions for the world’s leading telecommunications service providers, network equipment manufacturers and webscale companies—and we love what we do! With nearly 1,900 employees in more than 25 countries, EXFO is no. 1 worldwide in fiber optic test solutions and has the largest active assurance deployment. Our broad portfolio of intelligent hardware and software solutions enable our customer’s network transformations related to fiber, 5G, virtualization and big data analytics. We’re always looking for top talent to help us lead the way in a thriving industry with boundless opportunities.

Job summary

Within the customer Support Services organization,your mission will consist in providing post-sales support on EXFO Products and Solutions.

What you’ll do

You will be the key point of contact for several customers for maintenance and customer support activities

You will analyze and troubleshoot incidents raised by customers in order to ensure service restoration

You will define, communicate and implement action plans to solve incidents

You will be responsible of restoration and resolution of SLA and communication through customers

You will manage technical escalation in collaboration with the Technical Support Level 3

You will ensure customer satisfaction and onboarding with EXFO’s solutions

What we’re looking for

Technical skills

Linux Red Hat and Windows Server 2008/2012 Operating Systems

Cloud base applications (EX: AWS & Azure)

Cloud Native Orchestration (EX :Kubernetes & Docker)

Cloud Native Application monitoring (EX : Prometheus & Grafana)

Search Engine/Database (Elasticsearch, Mongo)

Big Data (EX: Hortonworks, CloudEra)

Considered:

Database: MySQL, Sybase, PostgreSQL, Oracle

Full understanding of 2G, 3G & 4G network architecture and associated interfaces & protocols

Virtualisation environments ESX/VMWare

Understanding of Optical networks

Good knowledge of EXFO Products & Solutions

Hardware & OS configuration: Linux (Redhat, CentOS) and Windows (Server 2012 and 2016).

Required aptitudes

Project management ability, with good reporting to higher level and management

Telecom knowledge and understanding

Accountable

Autonomous

Problem Solving capabilities

Good written & verbal communication skill

Customer Focused

Must have

Pertinent experience: +/- 7 years’ experience in IT and customer care field

Language requirements: Fluent in English

Education: BS/MS Degree level in Computer Science or equivalent