As a member of our technical support team you will provide post-sales support to customers and Sales Engineers located throughout the globe. Sandvine provides a 24x7x365 service in order to cover the high availability requirements of our products. Youll use your excellent troubleshooting and investigative skills to resolve technical issues for customers, and to communicate the features and benefits of Sandvine solutions.
As a successful candidate, you will work in a team environment, taking responsibility for post-sales customer support including: the management of defect entry, tracking, and escalation, software/LTIP upgrades, RMA replacement, NDS reporting requests, updates to configuration related to network changes and other like based operations base responsibilities. You will also be expected to be part of the delivery team and be available to complete hands and eyes aspects of installations, expansions, and re-design efforts. Communication is a key success factor to this role, as your opinion and ideas will be critical for the future development and operation of Sandvines products as you will be a customer advocate to relaying the thoughts and comments from our customers.
Minimum of 5 year experience in a technical role.
Degree or diploma from a technical institute
Hands-on Unix experience (BSD/Linux/Solaris)
Technical background with a strong understanding of networking (specifically IP related technologies)
Hands-on experience with the installation, configuration, and/or operation of network equipment such as Cisco, Juniper or other network hardware manufacturers a valuable asset
Excellent troubleshooting, investigative, and communications skills
Experience with programming and/or scripting, SQL databases, network traffic monitoring, or firewall technologies especially in a Telecom, ISP, or Cable Internet environment a valuable asset
Experience in a technical product lab setting or operational network environment a valuable asset
Salesforce experience an asset