Staff Technical Support Engineer
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POST DATE 9/10/2016
END DATE 10/14/2016
ARRIS Group, Inc.
ARRIS is a premier video and broadband technology company that transforms how service providers worldwide deliver entertainment and communications without boundaries. Its powerful end-to-end platforms enable service and content providers to improve the way people connect with each other and with their favorite content. The Companys vision and expertise continue to drive the industrys innovations, as they have for more than 60 years. Headquartered north of Atlanta, in Suwanee, Georgia, ARRIS has R&D, sales and support centers throughout the world.
We are looking for a senior level person with a strong skill set to join the ARRIS Assurance Technical Support Team. This person needs to be self-motivated and a self-starter.
Provide technical support, where the product is highly technical or sophisticated in nature, to ARRIS customers, via phone or email, for supported products.
Assist with upgrades or patches where needed.
Provide leadership to support team and lead complex technical support efforts for customer support personnel and management who are diagnosing, troubleshooting, repairing, and debugging products.
Report design, reliability, and maintenance problems or bugs to design engineers/software engineering.
Create analysis reports, presentations, and lead in conference calls with customers.
Develop professional expertise and apply company policies and procedures to resolve a variety of issues.
Perform fault reproduction and troubleshooting, system characterization and analysis, and root cause analysis of product issues. Assist and guide less experienced engineers with performing these activities.
Go on-site to support troubleshooting and also may help out other groups in support of trials possibly along with Field Validation projects.
Be a point of contact as a subject matter expert for several ARRIS products, processes, and/or services for customers and colleagues (PLM, design, etc.).
Have the confidence of management and autonomy to be a technical guide and influence the teams around you.
Represent Technical Services in Core teams, meetings with customers, and technical forums.
Deliver additional services such as informal local training sessions as well as professional services on-site.
Recognize areas where change is needed by the team, create objectives and goals to strengthen the team performance, foster technical growth and abilities of other teammates.
Lead in the support and application of new products and features, working outside of ones core skillset.
Display judgment, interpersonal skills, and influence such that other departments and customers seek you out by name to help with issues and projects.
Create documentation of troubleshooting methodology, tools, procedures, and application to benefit team members and other groups in ARRIS.
Display a breadth of knowledge in DOCSIS, CATV and related products/technologies (CMTS, Cable Modems, HFC, RF components, Telco hotspot wifi). This includes the ability to discuss other vendors products and capabilities as related to network interaction.
Must have hands on experience creating test scenarios as well as operating test equipment including but not limited to DSAMs, network analyzers, spectrum analyzers and other analysis equipment.
On-call and travel responsibilities are also required.
PLEASE NOTE: RELOCATION ASSISTANCE IS NOT AVAILABLE FOR THIS POSITION. Required Experience and Skills
* Education: BS in Electronic Engineering/Computer Science Degree or equivalent preferred
* 3 to 5 years of experience in a Technical Support, Customer Service, or similar position requiring one on one interface with customers troubleshooting both software and hardware problems on high tech systems, preferably in the cable TV, Telco or networking industry.
* Knowledge in DOCSIS, CATV and related products/technologies (CMTS, Cable Modems, HFC, RF components, Telco hotspot WiFi).
* Ability to maintain confidentiality of company information and work with discretion.
* Troubleshooting (hardware/software)
* Oracle and other database product knowledge and troubleshooting experience
* DOCSIS knowledge
* Virtualization Platform knowledge
* Various scripting language knowledge, shell, pearl, and python
As an EOE/AA employer, ARRIS will not discriminate in its employment practices due to an applicants race, color, religion, sex, national origin, and veteran or disability status.