As a Professional Services Resident Engineer based in Thailand (or remote, but with close ties to Thailand and a speaker of Thai), and reporting into the VP Customer Success, you will be performing operations based activities.
You’ll use your excellent attention to detail and investigative skills to monitor, identify and resolve potential issues on a high availability production environment while also communicating the features and benefits of our client's solutions.
Issues that are outside of your knowledge domain will be escalated to our client’s customer support for further investigation while you play a key role in communicating status updates to the customer and scheduling further investigation activities as require until resolution.
You will be working closely with the customers' operations and development teams. Provide solution/technology/product consulting, technical, and sales support for the account.
Work with Customer Network Operations for deployment, maintenance, administration and operational tasks
Recommend configuration changes and assist with implementations
Complete or coordinate maintenance window activities
Proactive health monitoring of software/hardware issues, daily monitoring of system health, KPIs, logs, alarms
Work within customer's change management and maintenance window guidelines
Our client's product inventory management
Diagnose our client's equipment failures
Basic scripting (use of Sandscript)
Maintain documentation for projects with our client to keep the documentation up to date
Assist with communication, consultation, coordination, escalation and leadership to address cases with our client's Customer Support
Act as the liaison and advocate between customer operations personnel and our client's customer support, including the Account Management team and engineering staff
Provide knowledge transfer to customer
What skills you bring
BS or MS (or equivalent) degree in Engineering or Computer Science
5+ year experience in networking and data communications industry with different operator networks and/or vendors for Wireline (Cable, DSL, FTTx etc) and Wireless (Satellite, WiFi, LTE, GPRS-3G, CDMA-3G, WiMAX, GSM, UMTS etc)
Good understanding of end-to-end network call flows, as well as relevant technologies & protocols (DHCP, RADIUS, DIAMETER, GTP/GTP-C, BGP, SOAP, REST, LDAP, etc)
Commanding knowledge of UNIX based operating systems such as Linux, FreeBSD etc
Exposure to and understanding of web application concepts like P2P, VoIP, WAP, MMS, RTSP, VPN
Excellent background in diameter application Gx/Gy and interface with charging and policy control
Excellent technical background with a strong understanding of networking (specifically IP related technologies)
Experience with or exposure to programming or scripting languages such as Java, C/C++, Python, Perl etc
Excellent demonstrated customer interaction skills in a technical or professional services type role
Excellent oral and written communication and presentation skills
Excellent troubleshooting and investigation skill
Fluent Thai language understanding - speaking, reading, writing.
Hands-on experience with the installation, configuration, and/or operation of network equipment such as Cisco, Juniper or other network hardware manufacturers
Knowledge of packet-level debugging using Wireshark, tcpdump, tcpreplay or similar tools
Experience of data modelling, DB administration, SQL/Postgresql, ETL and/or BI in general
Understanding of billing and charging concepts and experience with Online Charging and Policy Enforcement (OCS, PCRF, PCEF)
Knowledge of industry models and best practices (eg. Scrum, ITIL etc)
Our client does not have an entity in Thailand, and therefore this role is being offered as an independent contractor.
The contract is long-term indefinite, and the successful candidate will be required to invoice.