Senior Customer Support Engineer

Location: Mountain View, CA

Narus is looking for a highly capable and versatile Senior Support Engineer to join our worldwide Support Organization. The individual will be responsible for managing day to day technical issues raised by Customers, Business Partners and our own Sales Support and Professional Services staff.

The scope of this role covers initial Customer interaction, through troubleshooting and diagnosis to the ultimate resolution of issues. Issues are primarily handled via e-mail and telephone.

Educational/Background

BA / BS, equivalent or relevant industry experience.

Required Skills and Experience

  • A minimum of 4 years previous Customer Support experience and proven track record
  • Great customer facing skills.
  • Experience in supporting "Carrier Grade" Customers with mission critical environments.
  • Ability to handle a wide variety of sometimes demanding and complex issues.
  • Able to self-manage workload and handle rapidly changing priorities effectively.
  • Capable of working within a Global Support Team and providing 'follow the sun' Support.
  • Must work constructively and efficiently with other organizations, for example, with Engineering where issues may require code changes and maintenance release of the product.
  • Articulate communicator: Must have excellent written and verbal English communication skills
  • Detailed working knowledge of RedHat Linux, especially system administration, networking, kernel modules and troubleshooting
  • Excellent analysis, troubleshooting and debugging skills, in particular with UNIX and networking.
  • Knowledge of networks and technologies, e.g. media types, link speeds, routing protocols etc.
  • A thorough understanding of IP networks and protocols, for example IP, TCP, UDP, SMTP, HTML, and other common internet protocols, especially VoIP protocols (H323, SIP etc)
  • Familiarity with network analysis tools such as Ethereal, Wireshark and tcpdump, with the ability to analyze packet traces.

Additional Skills and Experience Considered a Bonus

  • Scripting languages such as UNIX Shell and Perl
  • Additional Foreign languages
  • Solaris administration
  • Oracle, MS/SQL and MySQL Administration
  • C / C++ Programming
  • Soffront Track user experience
  • Understanding of anomalous network traffic, e.g. Worms, DoS attacks etc.
  • Knowledge of mobile voice/data networks, GSM, 3G/UMTS, etc.

 

How to Apply

To apply, e-mail your résumé as an attachment to .
Be sure to indicate which position you are applying for.

Note for Recruiters

Résumés will not be accepted from staffing agencies or recruiters. All résumés are considered gratuitous, and the property of Narus, Inc.