Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers.
Role Summary
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.Key Responsibilities
Duties and Responsibilities
Technical Support:
Build up a strong R&D relationship and act as the key Support to R&D interface
Working with the customer technical staff to replace the faulty parts in the systems and support the customer’s testing
Running the designated acceptance testing once a part is replaced
Build up your coding knowledge and be able to investigate the issues thoroughly before escalating to R&D
Use the provided test tools to capture and investigate the logs required by R&D
Communicating with customers to establish details of problems/requirements
Investigating and resolving customer problems within the contracted SLAs
Working with other teams in the company to resolve technical problems
Producing system documentation for the customer and support team
Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues
Provide technical support to the internal the R&D teams during solution design, implementation and testing phases
Provide technical support to EMEA delivery and support teams
Internal Training:
Coaching internal teams on the technical details and capabilities of the products and end-to-end solutions
Quality:
Review and update of technical aspects of quality system to ensure information is correct and up to date
Job Requirements
Qualifications & Experience
Solid experience working with UNIX (Solaris or Redhat Linux)
UNIX System Administration skills
Undertaking or recently completed a degree course with aspects of Telecommunications, Software Engineering and IT
Proven coding experience
Experience of installing, upgrading and configuring computer hardware and software
Knowledge of mobile networks preferred but not essential
Good understanding of software engineering principles
Understanding of the SIP protocol
Experience working with Dell platforms
Experience working with IP networks, Cisco router configuration
Skills and Competencies
Can do/will do attitude
Methodical problem solving skills
Good verbal and written communication skills, both face to face and remotely with people for whom English is not their first language
Able to work from customer premises and able to work remotely from internal teams
Able to assimilate technical information quickly and apply it to a given situation
Shows initiative and is able to make appropriate decisions
Good planning and organisational skills – able to multi task
Commitment to achieve the required goals
Team worker
Able to build relationships with customers, identifying and focusing on their needs
Commercial awareness
Works well under pressure
Able to work to job standards and process requirements and drive for quality
Ability to work individually with little supervision, but flag up issues promptly
Able to work to meet deadlines
Ability to pick up new technologies and products quickly
Accessibility
Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you require any assistance, please state in your application or contact your recruiter.
Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status.
Norway
