Title: Technical Support Engineer
Location: Alviso, CA
Job ID: TSTier1
Headquartered in Alviso, CA, Minerva Networks is a privately-held networking infrastructure company developing innovative end-to-end broadband IP Television solutions in the telecommunications market. We are currently seeking a Technical Support Engineer who will be the first point of contact for Minerva's IP Video customers and be responsible for providing phone support services on Minerva and related third-party products.
Job Description:
- Function as primary customer contact for all incoming and assigned customer cases by providing telephone, web, and email based technical support for Minerva Networks products, including the MPEG-over-IP encoding, the IP networking system, IPTV application servers.
- Re-creating customer problems and testing customer configurations in-house to help diagnose problems
- Coordinating and driving activities within Minerva to address customers' needs
- Escalate customer issues and request assistance as appropriate.
- Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete solutions.
- Constantly seek to proactively identify opportunities for improvement in all processes, communication, and documentation.
- Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.
Skills Required:
- Excellent written and verbal communication skills.
- Strong analytical and trouble shooting skills.
- Must be able to quickly learn a broad array of technologies and apply knowledge to real-world problems.
- Must be a flexible team player that is willing to jump in to help others wherever necessary.
- Ability to handle difficult or sensitive situations with diplomacy and tact.
- Demonstrated ability to work in fast paced, high demand environment.
Skills Preferred:
- 1-2 years of experience in field services or technical support
- Knowledge of one or more of the following: -
(1) IP networking, routing configuration and protocols.
(2) Unix operating systems
(3) Web based client/server applications
(4) Oracle or Microsoft SQL RDBMS
Education: BSEE/BSCS or equivalent experience.
Minerva Networks is an Equal Opportunity Employer. We recruit, train, compensate and promote without regard to race, religion, creed, color, nation origin, sexual orientation, marital status, veteran status or disability.
If you are interested in submitting your resume for this position, please Email it to hr@minervanetworks.com and reference the Job ID in the subject line.