Product Engineer

We are looking for a Product Support Engineer to join our Support Services team , focused on high-end, hardware-based network testing solutions. Our customers include service providers, network equipment manufacturers and enterprise organizations that rely on our technology to test, measure, and validate their network designs and devices before going to market. Our platform is capable of emulating complex network topologies and real-world traffic conditions, enabling fast and accurate identification of problem areas. The solution operates at OSI Layers 2 and 3 and consists of both a GUI and an API, running on specialized hardware.

We are a team of Product Support Engineers for a high-end hardware-based testing solution. Our customers use it to test, measure and validate their network designs and devices, enabling deployment of services and release of equipment with confidence to the market. We support a broad array of network emulated protocols and an API that enables automating repetitive tasks, such as hardware regression testing.

• Represent our client’s brand by providing customers and end users with great technical support through proper handling of support cases.
• Respond to incoming service requests from external customers, and our Sales Engineers and Sales teams via telephone and email, and drive them toward proper termination.
• Internally replicate customer scenarios using routers, switches and other network equipment.
• Communicate with other teams regarding bugs and follow-up to ensure fixes are received, tested and conveyed to the customer.
• Complete and maintain records of customer issues and product defects using CRM tools like SalesForce.
• Occasionally attend on-site training and support for customers.

• Solid data networks fundamentals including network equipment and protocols.
• Solid scripting fundamentals with ability to perform basic tasks in a scripting or programming language.
• Troubleshooting abilities.
• Ability to communicate fluently in Spanish and English (verbal and written).
• Bachelor’s degree in related engineering or computer science areas or equivalent years of experience.

• Formal training and certification in networking concepts such as Cisco or Spirent.

• Spanish and English proficiency (verbal and written).