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Customer Support Engineer

3 months ago

Milpitas, United States Tarana Wireless Full time

Tarana Wireless is looking for a high-energy, self-starter to join our Customer Engineering Support Team. The ideal candidate has a solid knowledge of wireless communications with solid experience in troubleshooting and cloud platforms. Join us in making our recently launched G1 platform a success across the globe

Customer Support Engineer provides enterprise level support to our customers and partners with the install, integration and support of the Tarana wireless suite of wireless mobile solutions. This is a dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management.

Customer Support Team

* You will be part of a strong team of knowledgeable and committed wireless technical engineers

* You will be working closely with our engineer team in the job training and on-going learning and development

* We value our customer support role as it provides critical feedback and inputs to the product development and improvements based on customer interaction and tickets

Our Ideal Candidate

* A high degree of analytical and problem-solving abilities

* Strives for excellence and is known for resourceful and savvy technical ability

* You possess excellent customer-relationship skills, responsiveness, sensitivity and diplomacy

* Comfortable working both independently and collaboratively

* Advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges

Job Responsibilities:

* Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue

* Assist customers with troubleshooting Tarana Wireless product and services performance and identify effective solutions to resolve issues

* Approach complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools

* Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.

* Manage communications to customers at all levels to maintain positive relationships

* Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects

* Develop service dashboards (Kibana/Grafana) proactively bring issues and problems to the attention of the team; generating, proposing, and implementing innovative solutions to solve issues

Required Qualifications:

* B.S. in Computer Science or equivalent experience

* Wireless Technology (WIFI/ Cellular, Broadband) knowledge

* Solid understanding/experience of web services, databases, and relating infrastructure/architectures

* Experience with cloud platforms

* Excellent troubleshooting skills

* Creatively solve complex problems