Global Product Support Engineer
We are currently looking for a Global Product Support Engineer to provide customer technical support for Edgewater (EdgeMarc and EdgeView) Products. Activities include assistance with Edgewater Products - installation, configuration, design and troubleshooting of converged voice, video and data technology (Relevant Product Support experience)
The Global Product Support Engineer interfaces directly with customers and provides customer support using phone, web and email interfaces and works with other members of the Edgewater Networks development and support teams as needed to isolate and resolve problems. The candidate should be able to cope with the quick turnaround of cases and be able to multitask multiple issues at once.
The successful candidate will have Customer Support experience on technologies including telecommunications, security or voice/video networking products. Must be strong in LAN/WAN/routing/IP networking, PC/workstation and server environments, Linux and Virtualization
Hands-on experience troubleshooting routers, switches, VPNs, firewalls desired.
Should have 2-3 years of relevant Customer Support experience in VoIP / SIP and H323 protocols and familiar with debugging tools like tcpdump and Wireshark. Detailed understanding the SIP or H323 call flow is a bonus.
2-3 years of Telecommunications & Networking and experience with setting up and administering VMWare servers a plus
Bachelors in Computer Science and 2-3 years’ relevant experience