Field Application Engineer – VoIP/UC/Contact Center

3 hours ago

Singapore JonDavidson Full time $80,000 - $120,000 per year
Responsibilities:
  • The FAE is part of the APAC Services Team.
  • The focus of this Post-sale position is joining the Managed Service Operations (MSO) and Support (TAC) team, providing level 2/3 support and Professional Services to our APAC and Global customers, primarily for our SIP, Data Networking and Voice-over-IP (VOIP) gateways and Session Border Controllers and IP Phones, around Unified Communications (UC) and Contact Center (CC) applications.
  • The Technical Support Engineer must be an experienced support provider with an established track record of providing high quality support to meet customer requirements.
  • The Support Engineer is the primary liaison between the customer base and all other internal contacts. The Support Engineer must have an understanding of the support complexities of the products and environments being supported, as well as an understanding of the support process and its requirements. There must be a demonstrated ability to work with other people as a member of a team.
  • The FAE is responsible for the reported issues resolution cycle; from responding to initial trouble reports, to reproducing issues in the lab and/or escalating to R&D and will follow-up the service is fully restored, or the reported issue is fully resolved
  • The position involves the following responsibilities:
    • Support Managed Services & Maintenance customers and partners, for all VoIP/UC/Contact Center products & solutions according to defined SLA's
    • Remote sessions for troubleshooting & debugging
    • Reproducing issues in the lab
    • Ensuring High Customer Satisfaction (CSAT)
    • Interfacing with R&D L4 team, for deep level troubleshooting & debugging
    • Administration of External Customer Support accounts
    • Direct handling of support tickets and Professional Services activities will be required
    • On-call duty 24*7 assignments
    • Occasional Professional Services and Change Management activities.
    • Travel within APAC may be required as well as support for off-hours activities.
Requirements:
  • Customer service oriented
  • Bachelor's degree Engineering or University Diploma in Telecommunications, Electrical Engineering or Computer Science.
  • Min. 3 years' experience in a customer-facing technical role.
  • In-depth, hands-on experience with Telecommunications equipment (e.g. Voice & UC technologies, Data networking equipment, PSTN protocols, VOIP protocols, TCP/IP, Microsoft applications & infrastructure, etc.)
  • Experience writing application notes & technical / project documents
  • Excellent English written and oral communication skills.
  • Advantages:
    • Working with Microsoft Unified Communications solutions, specifically MS Teams or SfB
    • SBC experience, working with Ribbon, Oracle/AcmePackets, AudioCodes, Avaya, Cisco, or other similar solutions
    • Data Networking and Telephony In-depth experience
    • Working experience in Virtualization and Cloud environments (e.g. Azure, AWS, etc.)
    • Working experience in a Vendor, Service Provider or Solution Integrators, dealing with Telephony, Unified Communications or Contact Center solutions & applications

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