Customer Support Engineer

Ideal candidate will provide technical support to worldwide customer base. Responsible for support of customers and sales efforts including: responding to customer calls/emails, research, providing technical information, complex hands-on network lab modeling. Maintains expert level expertise in all Covergence products but has a baseline understanding of a broad range of networking products and technologies.

Key responsibilities include:

Provide support for software/hardware to customers and to our worldwide Sales Engineers; open and track customer issues through problem resolution and provide status to customers; escalate issues to Engineering organization as required; research problem reports, replicate customer environment and reproduce customer problem in lab environment; interfaces with engineering, product enhancements and product direction; participate in “on-call” rotation.

Qualifications:

Familiar with carrier class networking and telephony environments with an emphasis on SIP based VoIP services; familiar with one or more of the following: LAN/WAN data networking, routing protocols, IP Telephony Architectures and VoIP protocols (SIP, H.323, MGCP, RTP/RTCP), Security and Quality of Service (MPLS/DiffServ). Ability to set up test environments that require advanced problem-solving skills; positive attitude, a desire to learn new technologies and the ability to handle interruptions; excellent presentation and communications skills with the ability to handle complex technologies to various levels of audience experience.

Education:

BSCS/EE or equivalent experience and 3+ years in technical support position with Telecommunications and/or Data Communications companies.

Please send your resume to careers@covergence.com

Covergence, Inc. is an equal opportunity employer.