Technical Support Engineer
Location: Milpitas, California, USA
Dept/Division: Customer Support
This position performs a pivotal role in the Company by being a
key interface between the Company and its Customers / Distributors.
It is the responsibility of the Engineer to fully support the Customer
in the installation, commissioning, maintenance and general operation
of the Aperto Networks product lines. As such the engineer is required
to understand the needs and requirements of the Customer and ensure
that these needs and requirements are catered for. The primary goal
is to strive for total Customer Satisfaction. The Technical Support
Engineer will be a member of the Technical Support Function within
the Customer Support group.
- Plan co-ordinate and participate in
Technical Support activities for Aperto's Customer and Distributors
throughout the world and with special focus for the Latin America
- Be involved and provide remote support
for field trial activities encompassing installation / commissioning.
- Prepare and disseminate information with
regard to all aspects of the product lines to the field. This
may be in the form of application notes, upgrade procedures, field
alert notices etc.
- Participating and support in Customer
acceptance testing of the Aperto product lines.
- Actively use the Aperto Technical Assistance
Center system to initially log and follow up on Customer's incidents
and issues. Use the system to provide a timely report to the Customer
of all their outstanding problems and any corrective and preventative
- Be able to assimilate and apply knowledge
on the integration of third party equipment into the product lines.
This may include, for example, switches, and access concentrators,
multiplexers and routers.
- Initiate improvements; propose ideas
to improve the overall quality of the product lines. This may
be in the form of hardware or software.
- Provide feedback to Aperto on Customer
needs and desired enhancements to the products and service.
Must be an enthusiastic and intelligent self-starter
with a BSEE/BSCS and 3+ years of experience in a Customer Support/Technical
Support role or equivalent in a high technology field. Must be an
excellent team player that is highly motivated with good organizational
skills, a positive attitude and a logical approach to problem solving.
Excellent writing and communication skills are a must. Experience
with networking products (hubs, routers, switches, LAN's and PBX's)
or wireless products (microwave radios) is a definite plus. Fluent
in the Spanish language required.
Contact: [email protected]