DASAN Zhone Solutions, Inc. (NASDAQ : DZSI) is a global provider of ultra-broadband network access solutions and communications platforms deployed by advanced Tier 1, 2 and 3 service providers and enterprise customers.
Our solutions are deployed by over 900 customers in more than 80 countries worldwide. Our ultra-broadband solutions are focused on creating significant value for our customers by delivering innovative solutions that empower global communication advancement by shaping the internet connection experience.
Every connection matters, and the first connection to the internet and cloud services applications matters the most. Our principal focus is centered around enabling our customers to connect everything and everyone to the internet-
cloud economy via ultra-broadband connectivity solutions.We research, develop, test, sell, manufacture and support platforms in five major areas : broadband access, mobile backhaul, Ethernet switching with Software Defined Networking ( SDN ) capabilities, new enterprise solutions based on Passive Optical LAN ( POL ), and new generation of SDN / Network Function Virtualization ( NFV ) solutions for unified wired and wireless networks.
We have extensive regional development and support centers around the world to support our customer needsDasan Zhone Solutions, Inc.
DZS) is actively seeking a Technical Support Engineer. This team member will be located in Santiago or Valdivia, Chile and will report to the TAC Manager, CALA Region.
Job Summary, Key Responsibilities and Qualifications : The Technical Support Engineer is responsible for providing comprehensive technical product support to our customer’s field engineers and technicians who are installing, diagnosing, troubleshooting, maintaining, and debugging complex packet based telecom access equipment.
Involves assistance with analyzing technical troubles including maintenance support. Candidate should have a strong technical background and knowledge of telecommunications, Voice, Data, and Video networking, FTTx PON solution, routing and MPLS.
Strong interpersonal skills and ability to effectively work with multiple audiences and levels within both internal and external organizations are required.
Responsible to transfer the knowledge of customer service scenario towards tracking and monitoring department effectiveness in meeting SLA’s (Service Level Agreements).
Key Responsibilities : Tasks assigned by TAC managerMonitor TAC queuePull tickets out of queue according to customer’s warranty / contract status and ticket severityRespond to customer via SR System, e-
mail, sns, phone follow-upCollect any missing data, including all information necessary to reproduce problemProvide preliminary troubleshooting and analysis and / or resolve simple issues like configuration, documentation or new firmware.
Annotate ticket with all transactions and update with additional customer informationReport on metricsProvide direct technical support to customers on operation, troubleshooting, installation or maintenance of proposed products.
Document and log all customer contacts / queries into support database.Report major field issue to corresponding department (R&D, RTL, Sales, etc.
Must understand critical customer requests with reading the impacts and urgency accurately and timely.Coordinate software release plan with customer and corresponding department (R&D, RTL, Sales, TAC team members).
Maintain daily / weekly SR status tracking and reporting for prioritized items.Provide on-site / remote support for field issue, operation and product testing to customerPrepare and deliver documentation of problem description and findings to appropriate escalation point.
Examples : R&D, RTL, Executive escalation)Provide documentation (Test report, Issue report, Training material, etc.)Follow all DZS internal system (SR, TR, KDB)Learn required knowledge to provide maintenance service for the new customer service scenario and environment from Project support, RTL and R&D.
Periodic 24 7 on-call duty required for customer emergency outage supportKey Qualifications : 5 years experiences in telecom network industry.
English speaking, presentation and technical training, writing and communication at workNative Spanish speaker.Network basic knowledge of OSI 7 layer, Ethernet, MAC, IP, TCP, UDP, etc.
Switching and Routing such as VLAN, Unicast, Multicast, Broadcast, STP, ARP, Static and Dynamic Routing, SNMP, MPLS, etc.
xPON, FTTx optical, Copper network knowledge.Subscriber side network knowledge such as residential gateway, IPv6, NAT, Wi-
Fi, DHCP, port forwarding, DDNS, TR-69, etc.SW knowledge such as Linux, Windows, Script, Programming language customerOA tools such as Excel, PowerPoint, Word, VISIO, etc.
ETC tools such as Packet generator (EXIA, N2X, Smartbit, Ostinato, TRex), Packet analyzer (Wireshark), etc.Maintain a deep understanding of customers, product offerings, product use cases and best practices.
Previous experience with Dasan Zhone Products is a plus.Travel Requirements : The position requires the ability to do extensive domestic (Chile) and regional travel for up to 50% of the time.
Passport with a valid USA Visa is required.Job ApplicationFor immediate consideration, submit your resume and cover letter.