Customer Technical Support Engineer
Vantiva
Norcross, Georgia
technical
technical support
engineer
software
operations
americas
technical
devices
docsis
troubleshooting
android
travel
engineering
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November 24, 2022
Vantiva
Norcross, Georgia
Company Description
- Provide Level1/Level2 support on all Vantiva branded CPE Products deployed across the North America
- Take the initial call including emergency hotline support after hours when on call
- Log and manage cases in the CTS JIRA issues tracking system
- Interface between customer and internal clients
- Troubleshoot including pulling logs, analyzing logs, simulating customer s environment to duplicate problems
- Software development/troubleshooting skills for customizations such as LUA, Homeware, OpenWrt, and Android a plus
- Travel as needed to customer labs and field locations to assist with real-time debugging
- Escalate issues to internal software engineering team if required, while remaining the primary contact for customer
- Assist with installation and utilization of new Vantiva products and/or services
- In accordance with Vantiva Information Protection Policy, ensure that valued information of both Vantiva and its third parties such as customers, vendors, subcontractors and partners is protected
- Technical degree in hardware engineering, degree in software design and development a bonus
- Knowledge of common communications and networking protocols such as TCP/IP networking/routing, TR69, Wi-Fi, DOCSIS, MoCA, VoIP, etc.
- Knowledge of Linux and Android operating systems
- Hands on experience with common Opensource and troubleshooting tools(DHCPv4/v6 server, Asterisk, GenieACS, Wireshark, tcpdump, Python, Scapy, Iperf etc.)
- Knowledge of the cable industry preferred
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