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Summary of duties and responsibilities:
The Engineer should be an experienced support provider. They should have an established record of accomplishment for providing high quality support to meet customer requirements. The FAE is expected to manage and control critical accounts. Following established processes, determine the proper course of action for customer problem resolution and provide management with status updates. The FAE is the primary liaison between the customer base and all other internal contacts. There must be a demonstrated ability to work with other people as a member of a team.
Primary Duties and Responsibilities:
· Discover, isolate and duplicate problems and develop solutions using software and hardware tools as required.
· Accurately record customer issues and document resolutions.
· Write example applications, tech bulletins and white papers for customers demonstrating and explaining products.
· Identify scope of work, prioritize and ensure completion in a timely fashion.
· Work with Engineering to incorporate changes to products initiated by customer needs.
· Analyze process, procedures and products for Root Cause Analysis.
· Identify opportunities for product improvement.
· Participate in QA testing; develop test suites and documentation review.
· Maintain a thorough understanding and broad knowledge of product information.
Education and Prior Work Requirements: · MS/BS in EE/CS. · 3-5 years direct technical working experience in the field of computer telephony, strong knowledge of CTI applications. · Solid understanding of Windows and Linux platforms. · Extensive knowledge of C++, Visual C++ · Experience with signaling protocols (i.e. ISDN, RBS, SIP, H323, etc…) · Understanding of DSP functions (i.e. CPM, AGC, Gain, etc…) · Knowledge of Digital PBX’s. (i.e. Nortel Meridian, Avaya, Siemens) · Written & Verbal communication skills (Presentation and Public Speaking). · Excellent documentation and organization skills. · Proven ability in a technical support field. · · Excellent diagnostic, troubleshooting and problems solving skills. · · Solid customer service orientation and a passion for excellence. · Ability to work in a fast paced environment. · Willing to travel. · Familiar with ISO 9000.
Candidates that meet the above requirements and that are currently authorized to work in the US will be considered for this position.
