Technical Support Engineer (Networking)

TL;DR

Technical Support Engineer (Networking): Providing high-level technical support for HFC and Fiber Optics products with an accent on root cause analysis and network troubleshooting. Focus on resolving complex customer issues, performing fault reproduction, and delivering on-site professional services.

Location: Sydney, New South Wales, Australia

Company

hirify.global delivers reliability and performance solutions for global communications technology.

What you will do

• Provide 24x7 technical support via phone and email for CMTS/CCAP, HFC, and 3rd party hardware.
• Perform fault reproduction, root cause analysis, and draft product Field Bulletins.
• Collaborate with Tier-4 Tech Support and Sustaining Engineering to resolve critical customer issues.
• Design Fiber Optics networks including Fiber-Deep, RfoG, and PON.
• Travel to customer sites for testing, implementation, and delivery of training sessions.
• Manage customer cases using CRM tools and knowledge bases.

Requirements

• Bachelor's degree in Engineering or Computer Science.
• 2+ years of relevant experience in technical support or customer service.
• Broad knowledge of network devices, cable telephony, and broadband services.
• Ability to solve complex system issues by identifying problem scope and pooling resources.
• Proficient spoken and written English.
• Must be based in Sydney, Australia.

Culture & Benefits

• Opportunity to grow a career alongside bright and passionate innovators.
• Collaborative global team environment acting as trusted advisors to customers.
• Commitment to being an Equal Opportunity Employer (EEO).