Lead Customer Support Engineer - (US-CA-Sunnyvale - 94089)

Compensation: $130K - $130K / Year
Minimum Education: Bachelors
Job Type: Full Time
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JM4999
Lead Customer Support Engineer
Location: Sunnyvale, CA
US Citizens ONLY, Please! – (This is a requirement)
No relocation available.
The Lead Customer Support Engineer is responsible for managing day to day technical issues raised by Customers, Business Partners and our own Sales Support and Professional Services staff.
The scope of this role covers initial Customer interaction, through troubleshooting and diagnosis to the ultimate resolution of issues. Issues are primarily handled via e-mail and telephone.

Some travel may be required
Educational Background
BA / BS, equivalent or relevant industry experience.
Required Skills and Experience
A minimum of 6 years previous Customer Support/Dedicated Customer experience
Great Customer facing skills.
Experience in the provision of Support to Carrier Grade Customers with mission critical environments.
Ability to handle a wide variety of sometimes demanding and complex issues.
Able to self-manage workload and handle rapidly changing priorities effectively.
Capable of working within a Global Support Team and providing 'follow the sun' Support.
Must work constructively and efficiently with other organizations, for example, with Engineering where issues may require code changes and maintenance release of the product.
Excellent analysis, troubleshooting and debugging skills, in particular UNIX/Linux and networking.

Articulate communicator: Must have excellent written and verbal English communication skills
Ability to discuss issues with a wide range of audiences (From technical resource to CTO/COO)
Detailed working knowledge of RedHat Linux, especially system administration, networking, kernel modules and troubleshooting
Knowledge of networks and technologies, e.g. media types, link speeds, routing protocols etc.
A thorough understanding of IP networks and protocols, for example IP, TCP, UDP, SMTP, HTML, and other common internet protocols, especially VoIP protocols (H323, SIP etc)
Scripting languages such as UNIX Shell and Perl
Familiarity with network analysis tools such as Ethereal, tcpdump and the ability to analyze packet traces.
Additional skills and experience considered a bonus:
Oracle, MS/SQL and MySQL Administration
C / C Programming
Soffront Track user experience Additional Foreign languages
Understanding of anomalous network traffic, e.g. Worms, DoS attacks etc.
Knowledge of mobile voice/data networks, GSM, 3G/UMTS, etc.

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