Customer Success Support Engineer

Posted on April 18th, 2021 | 2 days left to apply | 31 views

The Opportunity 

As a member of our technical support team, you will provide post-sales support to a named customer working in conjunction with the Service Delivery Manager and Account Managers in the support organization.

Sandvine provides a 24x7x365 service in order to cover the high availability requirements of our products. You will handle lab activities and maintenance windows involving potential troubleshooting, update changes required and full software upgrades. Proactive reviews will be completed by you on a regular basis in order to maintain stability and optimum performance of the solution. You will use your excellent troubleshooting and investigative skills to resolve technical issues for the named customer and to communicate the features and benefits of Sandvine solutions.

The Job

As a successful candidate, you will work in our team environment, taking responsibility for post-sales customer support, including the management of defect entry, tracking, and escalation. You will also provide backup support for remote Sales Engineers, including preparing technical customer presentations and working with Service Providers’ to evangelize, architect, implement, and support Sandvine solutions in their networks. Communication is key to this role, as your opinion and ideas will be critical for the future development and operation of Sandvine’s products as you will be a customer advocate for relaying the thoughts and comments from our customers.

What Skills You Bring 

  • 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

About Sandvine

Networks are evolving, and operators need to keep up. At Sandvine, we’re working with innovative customers who are looking to embrace change and constantly improve. By combining analytics, machine learning, and automation, we help hundreds of network operators around the world make their networks run simpler and smarter – all while exceeding their expectations.

As a Sandviner, you’ll take on new challenges, learn from industry leaders, and contribute to creative solutions as part of a growing team that is transforming the way the world runs networks.

What Can You Expect From Us 

  • Competitive salary
  • Fun work environment
  • International travel opportunities (role-dependent)

Thank you for your interest in Sandvine. While we’re not able to reach out to everyone who applies, we will contact you if your skills and experience are a match for the role.

Sandvine is committed to supporting a culture of inclusion. We welcome and encourage applications from all qualified applicants regardless of race, ethnic origin, religion, age, gender, sexual orientation, ability or disability. If you have an interview or workplace accommodation request, please contact our Global Talent Acquisition Team at careers@sandvine.com.

Sandvine helps organizations run world-class networks with Active Network Intelligence, leveraging machine learning analytics and closed-loop automation to identify and adapt to network behavior in real time. With Sandvine, organizations have the power of an intelligent automated platform from a single vendor that delivers a deep understanding of their network data to drive faster, better decisions. Sandvine's Active Network Intelligence approach helps organizations drive new economics for their network across all lines of business. Sitting in-line on the network, our platform provides deep data granularity so that customers see everything, in real time. Full contextual awareness means that user, service, application, and device data are all correlated and made actionable. Combined with Sandvine’s robust analytics and policy-driven automation that continually identifies and reacts to changing network and user behavior, customers are empowered with insights that help them act smarter, every day. Sandvine’s cloud-ready platform can be deployed on any hardware, simplifying and accelerating integration with any network architecture. Our data APIs can feed into other back-end decisioning systems that accelerate putting your network data to work for the business. As a result, our solutions make networks more efficient, enable service differentiation, rationalize disparate data sources, and increase profit margins. With 2.1 billion network users across more than 150 major operators and 500 enterprises benefiting from using Sandvine as their network intelligence innovator and partner, Active Network Intelligence from Sandvine is powering the next wave of network transformation.
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