17 days old

Technical Support

San Jose, CA 95134
  • Job Code
  • Payrate
    $48 To $60


Provide tier one and tier two technical support.

Participate in daytime and night/weekend on-call rotation.

Troubleshoot service provider networks to quickly resolve downtime and end outages.

Own incoming issues and drive them to resolution.

Update case notes to reflect current status of support cases.

Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.

Effectively communicate/escalate issues to engineering , and resolutions/work-arounds to the customer.

Utilize the technical service lab to recreate and resolve customer issues.

Develop additional expertise in specific areas (i.e. technology, product, solution).

Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...).

The Technical Support Engineer will have the following major responsibilities:

Customer Support - represent the company's technical capabilities and manage day-to-day technical needs of service provider customers. Support / enable customer specific solutions to grow business. Steer customer expectations according to product and network management capabilities.

Beta Support - drive successful new product introduction in partner labs and customer live network.

Perform ad hoc analysis and tasks as assigned

Network Planning (external) - deliver expert consulting, design and engineering support to customers for sales opportunities. Work with Sales and Professional Services to develop state-of-art customized solutions for Carriers worldwide. Recommend technical solutions to improve customer operations.

Network Planning (internal) - provide technology consulting for internal teams (i.e. Product Management, Marketing, Sales). Convert external customer requirements into recommendations for new product features and improvement in existing products.

Required Skills;

Linux (3 Years)

VM Ware (3 Years) or KVM (3 Years)

OpenStack (2 Years)

Nagios/ELK (1 Year)

Jenkins (1 Year)

Strong analytical, problem solving and organizational skills.

Strong written and verbal communication skills.

Minimum of 5+ years' experience or graduate school equivalent in the telecommunications industry

Deep Desire to continue learning and demonstration of technical curiosity

Python, Perl, C, Java or any programming/scripting experience

Skills considered a plus:

Software Defined Networking experience

Experience with high availability service provider or data center environments

Experience with any Orchestration software, YANG data models, NETCONF protocol or other orchestration components with a desire to learn about creating Yang models

System Design, Configuration Management, Development and Deployment of virtual services in multiple environments

BS in Engineering/Computer Science/IT and/or equivalent experience, Master's degree a plus.

CCIE not required, but is a plus


  • Information Technology

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Technical Support

Randstad Technologies
San Jose, CA 95134

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Randstad Technologies
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