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Manager - Technical Support
2 months ago
Manage a global professional team of technical support engineers to ensure customer satisfaction with Spirent’s octoBox, Vertex and 8100 products; this includes the planning and development of projects, making operational and process decisions, and organizing and delegating assignments to team members; serve as the Technical Lead in addition to the manager of the team; handle managerial responsibilities such as setting goals and objectives, regular one-on-one meetings, training, annual performance reviews, merit planning, time allocation tracking, and expense report approval; respond to incoming Support Requests from Customers, Field Support Engineers, and the Sales team via telephone, online networks, and email; debug customer issues, perform root cause analysis, replicate, and demonstrate issues as needed on dedicated lab equipment, and provide corrective action recommendations both to customers and the Spirent development team; support field support team in conducting detailed product evaluations; liaise with the product development team 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); produce technical documents/knowledgebase articles. Assist with defining and troubleshooting the integration between solutions from multiple Spirent business units, which are combined into one overall Spirent solution; provide recommendations on product features and enhancements to the product management and development teams Analyze and evaluate test results and validate the proper operation; and supervises 9 direct reports.
Job Requirements
Requires a Bachelor’s degree in Electronic Engineering, Computer Science or related field; must have 5 years of experience in job offered or related position; must have 5 years of experience with the following: working with Wireless Technologies; diagnosing, troubleshooting, and debugging networking equipment; TCP/UDP/IP protocols; Wireless Specifications such as 802.11n/ac/ax, 2.4GHz, 5GHz, and 6GHz; CRM and Issue Tracking software such as Salesforce, Jira, Rally, HPQC, etc.; Windows and Linux operating systems; Python, programming, and scripting languages. Telecommute work arrangement permitted; position may work in various unanticipated locations throughout the U.S.
Alternatively, the company will accept a Master's degree in Electronic Engineering, Computer Science or related field; must have 3 years of experience in job offered or related position; must have 3 years of experience with the following: Working with Wireless Technologies; Diagnosing, troubleshooting, and debugging networking equipment; TCP/UDP/IP protocols; Wireless Specifications such as 802.11n/ac/ax, 2.4GHz, 5GHz, and 6GHz; CRM and Issue Tracking software such as Salesforce, Jira, Rally, HPQC, etc.; Windows and Linux operating systems; and Python, programming, and scripting languages. Telecommute work arrangement permitted: position may work in various unanticipated locations throughout the U.S.
Full-time/Part-time
Full-time
Exempt/Non-Exempt (US Only)
Exempt
IR35 Legislation (UK Only)
Not Applicable
Job Overview
Reference #: RK0424
Spirent Communications is seeking a Manager - Technical Support to work as a key member of technical staff whose primary responsibility is to support our valuable customers in leading wireless access and packet core network test system.
They will work closely with Spirent customers to support and troubleshoot Spirent solutions in both physical and virtual network topologies. This individual will also routinely interface with many areas of the Spirent internal organization in the process of solving customer issues.
Spirent is the leading global provider of automated test and assurance solutions for networks, cybersecurity, and positioning. Our innovative portfolio of products and services addresses the test, assurance, and automation challenges of a new generation of technologies: 5G, SD-WAN, Cloud, Autonomous Vehicles, and beyond. Each year we assure the promises that more than 1,500 customers worldwide make to their customers, spanning communications, transportation, government, defense, aerospace, financial services, healthcare, retail, and more. Our network, cybersecurity, and positioning experts work closely with customers to understand their needs and deliver solutions that cover their entire technology lifecycle, from the lab to real-world deployment.
Why Spirent?... Because together we can shape tomorrow
Spirent is its people When you join the Spirent team, you will join forces and work alongside some of the most passionate and greatest subject matter experts in the industry. Here, you will find a place where you can grow, think, explore, create, and make change happen in an innovative and creative environment. Success is important to us, and so is your personal well-being. At Spirent, you will love the work and life balance experience
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