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About the Role

Provide 24x7 technical support for customers and employees via phone or email for HFC products, including CMTS/CCAP, NXT, CorView, ATS, Cable Modems, and various 3rd party hardware, EMS and NMS. This includes handling customer cases during business hours and being on-call for emergencies on a rotating schedule.

Responsibilities

• Perform investigation and analysis, problem reproduction, and resolution of customer problems.
• Work closely with Tier-4 Tech Support and Sustaining Engineering groups to resolve customer issues.
• Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with the engineering teams.
• Work closely with Optical Design team to provide Fiber Optics network design such as Fiber-Deep, RfoG, PON etc...
• Travel and Perform Professional Services on-site for Fiber Optics, HFC, NXT testing and implementation in addition to the delivery of additional services like training sessions.
• Travel to customer locations to support trouble shooting and also may help out other groups in support of trials possibly long with Field Validation projects.
• Utilize Call Tracking and Knowledge base tools to record customer reported issues and progress as being issue to resolution.
• Provide initiatives for improvement of support processes; communicate these in an accurate and timely manner.
• Perform other duties as required.

Requirements

• Bachelor's degree with technical focus, preferably Engineering or Computer Science degree and 2+ years relevant experience.
• Display a breadth of knowledge in devices key to deploying the solution or application in the network.
• Has broad system understanding of how operators use product in the field.
• Ability to solve complex issues by identifying the scope of the problem and pooling necessary resources (i.e., H/W, S/W, Verification etc.).
• Possesses understanding of cable telephony/broadband concepts and services as well as the direction in which the industry is moving.
• Experience in Customer Service or similar technical support position.
• Demonstrate effective writing and presentation skills to all levels of management.
• Strong organizational, communication and interpersonal skills.
• Familiar with CRM tools (call tracking, Knowledge Base, etc.).
• Ability to interface with Company design and other teams using proficient spoken and written English.

Skills

• HFC products
• CMTS/CCAP
• NXT
• CorView
• ATS
• Cable Modems
• 3rd party hardware
• EMS
• NMS
• Fiber Optics network design
• Fiber-Deep
• RfoG
• PON
• CRM tools
• Call Tracking
• Knowledge Base

Work Type

• 24x7 technical support
• On-call

Experience Level

• 2+ years relevant experience

Education Level

• Bachelor's degree with technical focus, preferably Engineering or Computer Science degree

About the Company

• Vistance Networks shapes the future of communications technology, pushing past what is possible.
• We deliver solutions that bring reliability and performance to a world always in motion.
• Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value.
• If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks.

Equal Opportunity

• Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.