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Member of Technical Staff

3 months ago

San Jose, United States Spirent Communications Full time

Your responsibilities will include diagnosing and resolving issues related to advanced satellite navigation test and simulation systems, troubleshooting component failures, addressing software bugs, resolving documentation issues, and providing guidance to customers. Effective communication of technical information to both technical and non-technical audiences is essential for ensuring customer satisfaction.

In addition to providing direct support to customers, you will collaborate with our in-house engineering team to escalate and resolve complex technical issues. This collaboration is vital in maintaining the company's reputation for delivering innovative and reliable solutions to high-profile organizations worldwide.

Primary Responsibilities

* Respond to incoming Service Requests from customers, sales engineers, and sales teams via online portals/applications, email, and telephone. * Analyze reported problems, replicating and demonstrating them if needed, using appropriate dedicated support equipment. * Suggest, prepare, and deliver solutions to customers for both hardware and software problems. * Liaise with software/hardware engineers to analyze and resolve complex customer issues and to report identified hardware or software design flaws. * Complete and maintain records of customer issues, product defects, etc. using Spirent's CRM tools (Salesforce/Jira). * Assist Professional Services (PS) team with the delivery of PS engagements if required. * On-site installation and technical support for Spirent customers when required. * Provide level 1 hardware repair and calibration services for positioning, navigation, and timing customers.

Other Responsibilities

* Assist in the distribution of software and hardware upgrades to customers. * Perform calibrations/integrations at customer sites on key product ranges when required. * Generate special test scenarios from customer requests. * Maintain literature available through the support website.