Technical Support Customer Lead Engineer

4 weeks ago


Singapore Trust Recruit Pte. Ltd. Full time

Job Description:

  • Be the Customer Lead Engr (CLE) for assigned account.
  • Work with other internal teams to manage and resolve customer issues.
  • Manage technical support cases/tickets end to end.
  • Attend maintenance windows when needed.
  • Be able to accept on-call duties outside of normal business hours when required. This includes being on weekend shift when the business requires.
  • Provide on-call technical support (via telephone or online) for identified products 24x7 when required.
  • Provide on-site support to customers where and when required.
    Communicate with Design and Supply Chain on problems / issues found in the field.
  • Utilize debug tools as well as lab research to aid Customer's technical problem.
  • Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
    Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
  • Create, review, validate and publish required MOP/ISB/FSB documents.
    Contribute to knowledgebase (KCS)
  • Help train newly hired Technical Support Engineers.
  • Performs other duties related to the role as assigned.
  • Perform Resident Engineering functions on-site or remote, as assigned.
  • Travel to customer sites and company locations globally, as required.

Mandatory Requirements:

  • All immediate family members (parents and siblings) including spouse and spouse's immediate family members are all Singaporean by birth.

Minimum Requirements:

  • Bachelor's degree in relevant technical field (e.g., Electronics, Communication Engineering, Computer Science) from a college or university
  • Minimum 3 to 5 years related experience in the field of telecommunications preferably in technical support role.
  • Experienced in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, ROADMs, Layer 1 and Layer 0 technologies, protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc.
  • Knowledge and experience in operation of optical transport systems.
  • Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management
    Knowledge of OTN and related technology
  • Packet and IP networking knowledge and experience including but not limited Layer 2 and Layer 3 switching and routing. Prove knowledge of networking protocols including but not limited to OSPF, MPLS, BGP, ASBR, etc.
  • Proven track record in the field of technical support and customer service.

Trust Recruit Pte Ltd

EA License No: 19C9950

EA Personnel: Kenneth Tan Guan Quan

EA Personnel Reg No: R1550240



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