Job Details

Support Account Engineer

MBR Partners
MBR Partners

Our client is an industry leader in network security and visibility. A global growing company in cyber-security with a strong Tier1 customer base. They are looking for a Customer Success and Support Engineer dedicated to a Tier1 operator in the Telecommunication area.

You will be my clients' ambassador at the customer site, working closely to bring growth and demonstrate value. In addition, you shall be the customer's focal point for all technical issue, responsible and empowered to provide solutions to some of the most complex networking issues. In this role, the engineer will gain insight into the detailed functionality of my clients' solutions, customer's environment and customer management.

You will be responsible for:-

Work on the customer premises as a support engineer.
Obtain close and lasting relationship with the customer operation team – Meetings, emails, phone calls, instant messaging and trips to various sites as required.
Troubleshoot and solve all technical problems. Provide both technical remedy as well as commercial status updates and progress reports till final resolution.
Working closely with Allot's multiple divisions (Projects/Product Management/R&D/QA/Product Experts) on escalations and new feature requests.
Working with the latest networking/technology in complicated/multi-vendor environments.
Occasionally travelling abroad – Less than 10%.

The successful candidate will have:-

At least 3 years of experience in Technical Support roles.
Proven experience working in Linux and bash shell environment – must.
Deep knowledge of networking environments in a Tier1/Tier2 related networks – must.
Good English reading/speaking/writing skills - must.
Graduate of Computer Science/Engineering or equivalent – strong advantage
Knowledge of scripting (Bash scripts, Tcl, VB) – strong advantage
Familiarity with Web Security – strong advantage
Very strong Problem-Solving skills and ability to determine the root cause of a problem.
Creativity and out-of-the-box thinking for providing an immediate workaround for urgent issues.
Create initiatives to demonstrate value and success to the customer.
Eager to spot potential problems based on proactive approach.
Ability to document technical information and to place it in the customer’s context.
Motivated self-learner through hands on experience and deep dive research.
Ability to work during flexible working hours occasionally.

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