Third Level Support Engineer

Location

Vélizy or Sophia Antipolis

Purpose of the job

You are an experienced network engineer in both routed & switched network environments, both virtual environments & Cloud technologies. You have a broad view of the telecom access market and you are looking for a new technical challenge on a global scale inside a leading manufacturer for network devices.

As a 3^rd level Customer Support Engineer, you will be joining our team in Vélizy-Villacoublay or Sophia Antipolis. On a daily basis, you will offer technical support to customers (operators & integrators) worldwide, in order to validate solutions and win projects.

You will play a key role for problem reproduction and resolution interacting with R&D, and will be responsible for pre-validating new features before demonstrating them to the customers.

Furthermore, you will be the direct point of contact for customer questions and issues reported for our devices and will assist them towards a full solution.

Duties and responsibilities

• Deliver and coordinate the support for Ekinops products to the sales channels worldwide through the Extranet, be the interface between all external and internal parties
• Deliver support in order to resolve escalated problem from all channels
• Assist in pre-sales consultancy tasks, check and test network designs for new and existing projects
• Identify root causes (hardware and software) and work jointly with all involved departments (R&D, Production, Sales channels, affiliates, etc.) towards resolution.
• Determine, analyze and describe problems
• Represent Ekinops as a product and technology specialist, in order to meet customer expectations
• Train colleagues and customers on latest software and hardware evolutions
• Stay abreast of latest technical developments of competitors

Profile and Skills

• Bachelor or Master in Electronics
• Minimum 5 years of experience in data/voice communications environments
• Fluent in English (both verbal & written knowledge). Any other language will be appreciated
• Ability to travel
• Stress resistant, flexible
• Good presentation and communication skills
• Ability to work in an international environment with cross-functional teams

Desired Skills:

• A passion for network environments based on routing & switching which are making use of a variety of protocols like Ethernet, EFM, PPPoE, MLP, GRE, L2TP & IPsec tunnels, dynamic routing (BGP, OSPF, RIP), QoS implementation in L2 & L3 networks, IPSec (IKEv1, IKEv2, PKI, SCEP, etc.)
• A very solid knowledge of voice environment and protocols (ISDN, VoIP, SIP, SBC, etc.), using VoIP phones and Voice emulator, as well as voice debugging methodologies
• Experience in TCP/UDP IP networking & troubleshooting
• Proficiency with management protocols (SNMP, CWMP, Netconf)
• Deep understanding of enterprise-architecture concepts, and knowledge of SD-WAN, branch networking, and VPN solutions
• Familiar with network inspection tools (e.g. wireshark) for detailed inspection of network traffic
• You can excerpt an industry standard network certification (or similar through experience): Cisco, Juniper, Alcatel-Lucent/Nokia

Extra Asset Skills:

• Knowledge of virtualization and hypervisor technologies (VMware ESXi, KVM/Openstack) would be highly valued
• Familiarity with public clouds (Azure, AWS, GCP), cloud management, and data centers would be a significant plus
• Extended view about logical network implementations over physical/virtual connections
• Familiarity with scripting including Python and Bash
• Experience in fiber, copper (ADSL, VDSL, SHDSL) and LTE networks
• Implementing and using L3 SLA probes and/or L2 EthOAM standards.