Position Overview

The Critical Services Support Engineer maintains the technical relationship with FiberLights wireless carriers. This position will ensure the best-in-class support by being the technical liaison and helping resolve customer issues. The primary responsibilities will be to ensure the customer services, and all elements are operating at peak efficiency a meeting the customers service level agreements. Effective Customer Service Support Engineers combine technical expertise with empathetic communication and problem-solving skills to address and resolve customer issues promptly.

Key Responsibilities

• Technical and engineering support for top wireless clients
• Be a single point of contact for wireless providers to support the resolution of issues, be it existing or new services
• Partner with the NOC and Engineering to help resolve issues to ensure FiberLight is meeting customer service level agreements
• Lead trouble or outage calls to get services restored in a timely manner
• Develop and document network fail overs, redundancy, and disaster recovery plans for the wireless carriers
• Work with customers solving advanced network issues and customer network redesigns for reliable services
• Analyze network traffic and provide capacity planning solutions
• Present network growth or augmentation plans for management staff
• Preparing project plans, including schedule, resources and budget estimates to present to management staff
• Taking part in customer meetings to gather information regarding data, business, and user requirements
• Keeping documentation of networks, including drawings, descriptions and configurations up to date and accurate
• Assist customer service for QBR and required reporting per contractual obligations

Qualifications

• Strong attention to detail and proactive approach to problem solving
• Wireless backhaul experience a plus
• JNCIA or equivalent certification is a plus
• Deep knowledge of fiber optics networks
• Ability to perform analytical thinking and looking at the big picture
• Strong written and verbal communication skills, and the ability to interact with customers and internal teams effectively
• Ability to identify risks and mitigate with industry standard solutions
• 5+ years’ operating in an IP and fiber optics base network within a telecommunications environment
• Ability to work independently and take ownership of customer outcomes