Technical Support Specialist
il y a 4 semaines
Telework options: hybrid on site – remote (up to 2 days home office per week)
Are you looking for a permanent position in a dynamic and rapidly expanding technology firm that offers diverse responsibilities and engaging interactions?
Job OverviewFor over two decades, Ekinops has been at the forefront of innovation in network systems. We specialize in providing solutions tailored to the requirements of communication service providers and enterprises globally.
Our commitment is to deliver open, reliable, and cutting-edge network connectivity, empowering our clients' success through high-value software-driven solutions. Currently, more than 120 international service providers, including numerous Tier 1 carriers worldwide, place their trust in our expertise and technology.
More than half of our team, which exceeds 500 professionals, operates from our multinational Agile R&D centers. Our organization boasts a robust international presence, with strategically positioned sales offices across the globe.
Key ResponsibilitiesAs a Support Engineer, your role will involve providing technical assistance to customers worldwide (including service providers and system integrators) to validate Ekinops solutions within their environments, deliver installation and commissioning services, secure projects, and offer level 3 support and maintenance.
Your primary objective will be to ensure maximum customer satisfaction. You will report directly to the Transport CSO Manager.
Core Responsibilities: Pre-sales and Post-sales Support
- Conduct lab and field trials at Ekinops facilities and/or customer locations
- Develop test plans and oversee their execution with clients
- Draft and assist in the creation of methods of procedures
- Support customers and/or contractors during the installation, commissioning, and acceptance testing of Ekinops DWDM networks
- Deliver formal and hands-on training to clients on Ekinops transport products (transport platform and network management)
- Provide technical customer support via email, phone, or the Ekinops website, including 24/7 coverage
- Log support requests in the Ekinops support ticketing system and ensure follow-up until resolution
- Initiate RMAs and manage RMA follow-up
- Collaborate with customers to identify their technical and professional service requirements
Educational Background & Experience
- Degree in engineering with a focus on DWDM optical networks
- A minimum of 10 years in the telecommunications sector, including at least 2 to 5 years of experience in integrating/validating DWDM products, deploying DWDM solutions, or providing technical support with a telecom manufacturer or operator
Required Skills
- Familiarity with dark fiber, SONET, OTN, IP, and switched Ethernet
- In-depth knowledge of DWDM transmission parameters (NLE, OSNR, FEC performance, etc.)
- Understanding of OTN Standards
- Proficiency in Network Management Systems and Network Supervision
- Strong troubleshooting abilities
- Experience with Test and Measurement equipment for DWDM and Ethernet (Optical Spectrum Analyzer, OTDR, protocol testers, etc.)
- Proficient in MS Office applications
- Experience in training is advantageous
- Excellent communication skills
- Customer-oriented mindset
- Ability to manage multiple tasks simultaneously
- Experience in customer relations
- Organized and detail-oriented
- Capable of working independently and making informed decisions
- Proficient in delivering presentations in English
- Willingness to travel within Europe
- Fluent in French and English
- Proficiency in German is a plus
- Option for remote work
- Profit-sharing program
- Meal vouchers
The selection process consists of three interviews:
- 1st interview with the Department Manager/Team Leader
- 2nd interview with HR
- 3rd interview with C-Level/VP
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