Cradlepoint is seeking a dedicated and proactive Support Engineer to join our team. This pivotal role involves providing expert support, analyzing data-driven solutions, and leveraging deep knowledge of products and customer networks to handle operational and technical issues for our dedicated customers or domains. You will be instrumental in ensuring service stability, preventing faults, and maintaining strong customer relationships, all while adhering to established processes and Service Level Agreements.
What You Will Do: Key Responsibilities
- Customer Service Request Ownership: Own and manage Customer Service Requests from contract validation through to issue resolution, ensuring end-to-end accountability.
- Compliance & Best Practices: Remain compliant with CS delivery norms and strategies, always following the most recent agreed ways of working.
- Product Security: Investigate, analyze, report on, and propose solutions for product security-related matters as per contractual obligations.
- Customer Relationships: Build and maintain strong customer relationships through direct communications and active participation in OMNI chats.
- Emergency Handling: Contribute effectively to emergency situations, facilitating the quick restoration of customer networks and minimizing downtime.
- Software Implementation: Plan and ensure contracted software implementation in customer networks for optimal performance.
- Sales Support: Drive add-on-sales by assisting account teams to expand business with their customers.
- Knowledge Management: Utilize and regularly update content from the Structured Knowledge Management Process, and actively suggest content improvements to enhance team efficiency.
- Ericsson Charging System Experience: Preferred candidates will have experience with Ericsson Charging System, Catalog Manager, Order Care, or broader BSS experience.
- Support Profile: Must have worked in global or local support profiles, demonstrating experience in handling diverse client needs.
- Emergency Handling: Possess strong emergency handling experience to effectively support clients during critical incidents.
The Skills You Bring: Required Qualifications
- Technical Skills:
- Containerization (e.g., Docker, Kubernetes).
- Ericsson Charging Experience (or equivalent telecom charging systems).
- CKA (Certified Kubernetes Administrator) certification is highly desirable.
- DevOps methodologies and tools.
- Red Hat OpenStack experience (or other cloud infrastructure platforms).
- Strong understanding of Cloud technology.
- Experience with Cassandra and Hadoop (or other NoSQL/big data technologies).
- Proficiency in Python and/or Java.
- Understanding of Diameter Gx/Gy and CAMEL protocols.
- Other Skills:
- Customer Problem Management.
- Change and Improvement Management.
- CS Portfolio competence (or similar product/service portfolio understanding).
- Data Analysis.
- Negotiation skills.
- Strong focus on Customer Success.
- Familiarity with Machine Learning concepts (as applied to support/operations).
- Proven ability in Customer Relationship Building.
- Expertise in CSR Handling Process.
- Strong Knowledge transfer and re-use capabilities.
- Understanding of Trade Compliance.
- Excellent Knowledge Sharing and Collaboration Skills.
- Experience with Release and change management processes.
