Customer Success Engineer
1 week ago
**Responsibilities**:
- _Provide technical assistance (remotely and onsite) to customers _
- _Identify, follow-up, resolve and document customer technical complaints with regular feedback to management and customer _
- Handle TAC tickets and resolve customer technical complaints within stipulated TTR (Time to Resolve) SLA
- Execute and lead service interventions such as system upgrades, configuration changes and preventive maintenances
- _Replicate customer problems in lab, escalate issues to engineering when engineering help is required either in debugging or problem has been reproduced in the lab _
- Perform on-site or TAC-Remote network audit for customers
- _Serve Premium or Strategic customer as a Technical Account Manager (TAM) _
- Assist the team with escalations as and when required
- Assist customers in planned major network maintenances
- Participate in rotating shift duties _to support 7x24x365 _operations
- Deliver basic and advance training to customers
- Maintain and upgrade the training lab to the latest software release as and when required
- Provide feedback to the content developer on training material for continuous improvement
- Work with internal and external customers to make sure all requirements are met
- _Able to travel in short notice when needed _
**Requirements**:
- Minimum bachelor’s degree in Electrical/ Electronics/Telecommunications Engineering
- Minimum of 5 years working experience in SATCOM industry
- Working experience of IP Routing and Linux
- Working knowledge or practical experience withIP-based networks with a CCNA certification or equivalent
Satellite access and Modem technologies
- Effective oral and written communication skills in English
(EA Reg No: 20C0312)
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