Customer Success Technical Support Engineer - North Carolina

Job Summary

As a Customer Success Technical Support Engineer, you would be responsible for level 2 technical support of Belden Industrial solutions and products, focusing on Xtran MPLS products, and other networking brands including Hirschmann, Garrett Com and Tofino. Knowledge of Power Transmission and Distribution and/or Transportation applications is a plus. Candidate should be an effective communicator performing technical assistance remotely.

Ideally, the person in this role will reside within a few hours driving distance from the Charlotte, NC metro area.

• Bachelor of Engineering, or equivalent experience
• Strong networking background, with experience and understanding of ethernet communication, routing (OSPF), C37.94 and legacy protocols such as T1/E1, RS232/422/455 and others
• Deep understanding of the MPLS-TP architecture, including label switching principles, Label Switched Paths (LSPs).
• Knowledge of fault-tolerant design and implementation of protection switching mechanisms.
• Strong communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Strong analytical skills for troubleshooting telecommunication networks.
• Able to identify and solve complex connection/communication problems.
• Ability to use Wireshark for data analysis and troubleshooting.
• Able to work independently and share information with your team.
• Writing and maintaining documentation and procedures for internal and external usage.
• Programming/Scripting (Python) skills are a plus.
• CCNA/CCNP qualification is a plus.

• Work together with our customers to provide them with the best possible support and experience
• Provide 2nd level support to company and customers networks
• Responding to escalated customer support issues
• Analyze customer issues, and provide feedback and recommendations to customers as required
• Recreating customer issues for root cause and escalating to Level 3 as required
• Advise and propose network design & configuration to the customer to ensure high availability and scalability
• Create knowledge base articles, how to guides, application notes and other proactive documentation
• Work with internal team members providing technical directions on best practices, application recommendations and design assistance
• Travel required (~30%)

These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.