Customer Technical Support Engineer

App Logic Networks
, the App QoE company, helps network service providers deliver highest quality experience to consumers and enterprises. The company develops best-in‑class solutions that analyze, optimize and monetize OTT application traffic going through the networks. With contextual machine learning‑based insights and real‑time actions,
App Logic Networks has become a global leader in Application Quality of Experience (QoE). As part of this innovative and exciting company, you will drive innovation in app‑driven cloud and hybrid solutions designed to accelerate time‑to‑value across network planning, engineering and operations. Join the team and contribute to what makes App Logic Networks unique in the market: superior App QoE!

As part of a Global Customer Technical Support team, this team provides post‑sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to explain basic technical information to the customers over the phone, via email or other communication platforms.

Part of a weekend on‑call rotational schedule once deemed capable.

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged - following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in products, processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles, troubleshooting playbook entries and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

• Understanding of networks
  • CCNA or equivalent knowledge
  • 4G‑5G
  • AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or Red Hat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
  Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high‑level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper or other network hardware manufacturers
• Scripting and some programming using Linux or Bash or Shell or Python
• Ability to configure and troubleshoot problems - logical thought process and good problem solving investigative and multi‑tasking skills
• Excellent communication ability with customers /partners…