Systems Engineer / Customer Service – Plano, TX (#1552)

Required Skills:

• Strong background in Geo or Iris product suite
• Knowledge on incident management best practices for mission critical systems
• Possess proven customer communication/interaction and team leadership skills
• Ability to work independently with little supervision
• Clear oral and written communications skills
• Shell scripting is a plus

Responsibilities:

Incident Management - Tier2 escalation process - analyzes tickets and provides resolutions and solutions for tier 1. Create SPRs if valid software bug is detected. Resolve customer issues and communicate to tier 1 team

Knowledge Management - create solutions such that customers and tier 1 teams can resolve known issues without escalation

Early Adopter Support - on-site Support during New Product Introduction or early software release launch. Verify installation documentation and configuration and analyze cycle time for installation and upgrade standard work, including configuration management.

Region Lab support - configure and ready the region labs such that internal training and problem staging can occur.

Collaborate with Technical Managers to train tier 1.

SME trainer support - as requested support internal training, Partner Training and customer training. On site or in region or  in office depending on request

Field Trial support (select) - remote support of select field trial system integration as mode of self-learning.

Verify field trial system performance in the field thru remote supervision

Technical knowledge - strong background in protocol knowledge and telecommunication services.

Duty Manager - rotational on call support during after-hours to support any escalation worldwide.

The candidate must be able to travel in his region with moderate to little travel required