Lead Software Engineer, QA

Technical Support Engineer

Customer Service Specialist I

Role Description: <ul><li>Company’s Global R&amp;D team is looking for embedded software engineers and technical leaders to help build the future of industrial Automation &amp; Solutions.</li><li>You will have cross functional interactions and working closely with hardware, software, and product management teams.</li></ul> Responsibilities: As a Lead Software Engineer, the individual will work be in Embedded Software Development team. <ul><li>You provide the embedded platform infrastructure to enable our Industrial Networking Products.</li><li>You dedicate your creativity to a cross-functional, self-organized, agile team of developers.</li><li>You communicate with product owners, software architects and application developers in an intercultural and global work environment.</li><li>You contribute to the implementation of a Linux based Operating system for in-field embedded device families.</li><li>You assure the secure development life cycle of the platform and harden the attack surface of devices.</li><li>You will be part of the Software Platforms Teams, working on the development of in-house cybersecurity device software development for Industrial networks.</li><li>You will be building Firewall software for industrial routers which are complex multicore, multi-threaded software systems supporting high-availability, hundreds of network protocols and delivering high throughput packet forwarding.</li><li>Building brand new products, supporting new features, feature enhancements and sustenance of products across the R&amp;D product portfolio, using company’s device software running on company hardware.</li></ul> Requirements: <ul><li>You are a person with passion for coding and creating world class software systems for large organizations.</li><li>A Full time Bachelor/Master of Engineering Degree in Computer Science or equivalent.</li><li>You are able to abstract and use your creativity for disruptive solutions.</li><li>You are fluent in spoken and written English and have the ability or willingness to work in a Global environment</li><li>8 – 12 years’ experience in a product-based organization developing embedded software for Enterprise, Industrial Automation or Service Providers industry.</li><li>Solid understanding of embedded systems architecture, including microcontrollers, microprocessors, and real-time operating systems.</li><li>Ability to work on complex modular software systems, algorithms and be able to design, code, debug and automate software.</li><li>Expertise in C/C++ programming, data structures, Algorithms &amp; debugging tools.</li><li>Expertise in Linux based environment, with extensive knowledge of Linux Internals.</li><li>Hands-on operating systems, IPCs &amp; multi-thread programming experience.</li><li>Advanced working level knowledge of Computer networks and Network protocols in TCP/IP, switching (L2), routing (L3) &amp; security protocols.</li><li>One or more areas like QOS, Segment Routing, Multicast &amp; MPLS.</li><li>Ability to work with existing code base.</li><li>Hands-on experience in Versioning and Git/GitHub/Bitbucket repository.</li><li>Experience with Unit test strategy and execution.</li><li>Experience with Python or equivalent scripting languages</li><li>Experience with packet generating and network test tools.</li><li>Prior experience with any network OS provided by Networking companies like CISCO -IOS/IOS-XE/IOS-XR.</li><li>Designing &amp; understanding of network topologies &amp; deployment.</li><li>Linux containers and dockers.</li></ul>

Overview:&nbsp; <ul><li>You shall be a part of the Technical Support Center (based out in Pune, India).</li><li>The Technical Support Center is a team of highly responsive technology specialists whose #1 focus is to</li><li>support/resolve the customers for Presales and Post Sales Technical issues while delivering the best</li><li>possible customer experience.&nbsp;</li><li>You can measure your success through excellent financial results, growing</li><li>customer happiness metrics, industry recognition, on time resolution and employee happiness scores.</li><li>You shall be the first point of contact for customers and partners all over Americas, EMEA &amp; APAC.</li><li>Youll have insight on the detailed functionality of products and partner with all distributed</li><li>elements of the service chain.</li></ul> Responsibilities: <ul><li>You will be responsible for creating and driving support tickets within the required SLA parameters.</li><li>will depend on you to provide the highest standard of customer support for Switching, routing</li><li>,security , Wireless, Cables &amp; Connectivity.</li><li>Remotely provide Presales as well as Post sales support making sure the customer is satisfied with the level of service provided. Manage the tech support day-to-day operations to achieve qualitative and quantitative targets at team/staff level and to maintain overall quality standards.</li><li>You shall be responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction. </li><li>Gather the required information necessary to best handle customer software and technical inquiries.</li><li>Resolving the issues through Phone, chat and ticketing tool - communication channels.&nbsp;</li><li>Collaborate with Technical Support team members to properly manage customer queries and escalate when appropriate.</li><li>Document solutions for knowledgebase.</li><li>Work to support customer technical issues encompassing hardware, software, and networking.&nbsp;</li><li>Create knowledge base articles on products.</li><li>Connect with wide range of people and teams to find these solutions such as Solution Consultants,Product Line Managers, and the various plants.</li><li>Provide technical service for products and solutions in India and deliver professionally and</li><li>disciplinarily.</li><li>Deliver end to end solution as per customer demand.</li><li>Assist customers with Support Requests and engaging with other Teams ensuring follow up on each request and solution is provided.</li><li>Continuous improvement of their professional certification level.</li></ul> Requirements : <ul><li>Bachelor’s degree in Telecom, Computer Science, Electrical Engineering/Electronics/ IT.</li><li>CCNA Certified. Hirschmann switches, router and security devices knowledge would be added</li><li>advantage.</li><li>Minimum 3-10 years working experience.</li><li>2~3 year’s implementation experience in Managed and unmanaged switches, Internet wireless LAN,</li><li>Industrial Security Systems, Embedded Ethernet modules, Fiber optic field bus repeaters, Secure</li><li>remote access, Network Management Software, Industrial Connectors, industrial network security</li><li>products for process control, SCADA manufacturing and automation sectors.</li><li>Experience in customer support, service or after sales in networking system will be added advantage.</li><li>Understanding of networking protocols.</li><li>Knowledge of transmission technology, OTN and Network Access control would be a plus.</li><li>Hands-on experience with monitoring, network diagnostic and network analytics tools/network</li><li>configuration experience with Cisco etc.</li><li>Ability to quickly learn new or unfamiliar technology and products using documentation and internetresources.</li><li>Basic Level of understanding of Routing and Switching, Basic Data networking, including DHCP, RSTP, VLAN, QoS, IGMP, network redundancy, IP routing protocols and standard VPN technology.</li><li>Industrial networking and IIoT/IoT digitalization knowledge would be added advantage.</li><li>Good English in reading and written, and good oral English is a must.</li><li>Ability to multitask in a fast-paced environment.</li></ul>

Responsibilities: Quote and Order Management: <ul><li>Interface with Customers for Quote request or Price inquiries and approval</li><li>Submit quotation request for pricing team approval.</li><li>Sales order entry, order confirmation &amp; expediting orders.</li><li>Order change and backlog price adjustment</li><li>On-going Backlog Management</li><li>Shipment release and follow up</li><li>Report and support past due backlog reduction</li><li>NPI - follow up with PM/Plant/Finance for part master and cost setup</li><li>Handle Sample order</li><li>Process RMA / Goods replacement</li></ul> Customer Service: <ul><li>Handle customer enquiries &amp; complaints. Investigate and work with other departments to resolve customer issues in a timely manner.</li><li>Emails/Conference calls / Customer and company Plant Visits for critical delivery issues, expedition or projects.</li><li>Work out solutions on Customer’s special requirements, such as label, Customs process, packing &amp; etc.</li><li>NPS/VOC/Customer Service Survey Improvement Process. Identify and work on corrective actions to recurring issues.</li></ul> Customer Supply Chain Management: <ul><li>Initiate Stock Requisition for customer advance order or buffer stock.</li><li>Work with Planning team on capacity adjustment in order to fulfill Customer’s demands</li><li>Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis</li><li>Manage customer forecast/demand and inventory level, work with Supply Chain to fulfill customer demand.</li><li>Negotiate with Customer for VMI liability and deadstock compensation.</li><li>Resolve logistics and custom issues with relevant functions</li></ul> Customer Credit and Billing Management: <ul><li>Billing attainment</li><li>Follow up queries with Account Receivable</li><li>Coordinate with Finance and Customer to solve pass due invoices issue</li><li>Manage customer credit status &amp; escalate for any abnormal status</li><li>Apply credit release</li><li>Process Credit note / Debit Note</li></ul>&nbsp;Requirements: <ul><li>Customer Focus.</li><li>Excellent communication skill. Able to interact with internal and external partners.</li><li>Problem solving skills</li><li>Team player with positive attitude.</li><li>Proactive, responsible and takes ownership of issues.</li><li>Able to work under pressure.</li><li>Self-motivated, independent and able to work with minimum supervision</li><li>Sense of urgency, analytical and able to multi-task under fast paced environment.</li></ul>

Skills

Industry

Location

Jobtitle

3 multiprotocol label switching Jobs found

Lead Software Engineer, QA

Technical Support Engineer

Customer Service Specialist I

WhiteCrow
WhiteCrow is on a mission to connect companies with the best talent across the globe.

EMPLOYER

TALENT

COMPANY

Contact Us

JOBS BY SKILLS

JOBS BY FUNCTION

JOBS BY INDUSTRY

JOBS BY LOCATIONS

MODEL JOBS

JOBS BY CITY

Skills

Industry

Location

Jobtitle

3 multiprotocol label switching Jobs found

Lead Software Engineer, QA

Technical Support Engineer

Customer Service Specialist I

WhiteCrow WhiteCrow is on a mission to connect companies with the best talent across the globe.

EMPLOYER

TALENT

COMPANY

Contact Us

JOBS BY SKILLS

JOBS BY FUNCTION

JOBS BY INDUSTRY

JOBS BY LOCATIONS

MODEL JOBS

JOBS BY CITY

WhiteCrow
WhiteCrow is on a mission to connect companies with the best talent across the globe.