Description
As a Care Engineer, you will play a crucial role in ensuring the seamless operation of our IP Telephony solutions. Your expertise will be utilized to troubleshoot and resolve complex issues, conduct root-cause analysis, and collaborate with cross-functional teams. This role demands a strong technical background, excellent communication skills, and the ability to provide emergency support.
Responsibilities
- Provide technical support and guidance to customers, focusing on IP Telephony and Session Border Controller technologies.
- Troubleshoot and resolve complex issues, leveraging Kubernetes and container technologies for efficient problem-solving.
- Conduct thorough root-cause analysis and implement preventive measures to enhance system stability.
- Collaborate with diverse teams to ensure smooth integration and optimal performance of IP Telephony systems.
- Document and share knowledge through knowledge base articles, fostering a culture of knowledge sharing.
- Stay updated with industry trends, especially in IP Telephony and Session Border Controllers, to provide cutting-edge support.
- Participate in emergency support rotations, ensuring round-the-clock coverage for critical issues.
- Conduct regular performance reviews and health checks to identify and address potential bottlenecks.
- Mentor and train junior team members, promoting a culture of continuous learning and growth.
Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related field is essential.
- A minimum of 3 years of experience in technical support or customer-facing roles, preferably in telecommunications.
- In-depth knowledge and hands-on experience with IP Telephony, Session Border Controllers, Kubernetes, and container technologies.
- Strong troubleshooting and problem-solving skills, with the ability to analyze and resolve complex issues.
- Excellent communication and interpersonal skills for effective collaboration with customers and internal teams.
- Willingness to work in a dynamic, fast-paced environment, adapting to changing priorities and challenges.
- Ability to work independently, manage multiple tasks, and prioritize effectively.
- Familiarity with industry-standard tools and protocols for IP Telephony support is an advantage.
- Certifications in relevant technologies, such as Cisco or Juniper, are highly preferred.
- A passion for continuous learning and staying updated with the latest advancements in the field.