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    Customer Support Engineer - Milpitas, United States - Tarana Wireless

    Tarana Wireless
    Tarana Wireless Milpitas, United States

    3 weeks ago

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    Description

    Tarana Wireless is looking for a high-energy, self-starter to join our Customer Engineering Support Team. The ideal candidate has a solid knowledge of wireless communications with solid experience in troubleshooting and cloud platforms. Join us in making our recently launched G1 platform a success across the globe

    Customer Support Engineer provides enterprise level support to our customers and partners with the install, integration and support of the Tarana wireless suite of wireless mobile solutions. This is a dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management.

    Customer Support Team

    You will be part of a strong team of knowledgeable and committed wireless technical engineers

    You will be working closely with our engineer team in the job training and on-going learning and development

    We value our customer support role as it provides critical feedback and inputs to the product development and improvements based on customer interaction and tickets

    Our Ideal Candidate

    A high degree of analytical and problem-solving abilities

    Strives for excellence and is known for resourceful and savvy technical ability

    You possess excellent customer-relationship skills, responsiveness, sensitivity and diplomacy

    Comfortable working both independently and collaboratively

    Advanced problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges

    Job Responsibilities:

    Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue

    Assist customers with troubleshooting Tarana Wireless product and services performance and identify effective solutions to resolve issues

    Approach complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools

    Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion.

    Manage communications to customers at all levels to maintain positive relationships

    Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects

    Develop service dashboards (Kibana/Grafana) proactively bring issues and problems to the attention of the team; generating, proposing, and implementing innovative solutions to solve issues

    Required Qualifications:

    B.S. in Computer Science or equivalent experience

    Wireless Technology (WIFI/ Cellular, Broadband) knowledge

    Solid understanding/experience of web services, databases, and relating infrastructure/architectures

    Experience with cloud platforms

    Excellent troubleshooting skills

    Creatively solve complex problems

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