
L3 Support Engineer
7 days ago
**Job Summary**
Reporting to L3 Support Senior Manager, the L3 Support Engineer will be responsible for cases from APAC Customer Innovation Center (CIC) team and customers by cooperating with local product team, R&D team and L3 support team. This role will focus on advanced technology and sharing with CIC team.
**Responsibilities**
- Support L2-Support/CIC within APAC region, based in Singapore
- Process L3 tickets in HelpDesk system for Belden Brands (Hirschmann, Hirschmann-IT, Tofino) and other OEMs
- Prioritize L1/L2 tickets with Belden R&D teams (Neckartenzlingen, India, China) and OEM vendors
- Reproduce customer issues in PoC+ lab and analyze them deeply in order to help R&D with bug fixing
- Support Product management in technical questions and interoperability testing
- Visit top priority issue APAC customers to analyze and solve issues
- Improve products through feedback from field experiences and through own proposals regarding devices and functions
- Regularly participate and train CIC Team for new products and new features e.g. in bi-weekly meeting, TTT, other training courses.
**Knowledge & Experience Required**
- Degree in computer science or equivalent in practice acquired knowledge
- Professional experience in network technology, network protocols, IP routing, WLAN, Cellular network
- Good knowledge of Hirschmann products
- Training experience
- Ability to work under pressure
- Fast understanding of complex issues and divide troubleshooting strategy
- Cybersecurity background is a plus
- Programming skills is a plus (scripting languages, preferably Python, shell scripts)
- Some R&D background preferable
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