Customer Operations Engineer, Level 3
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Job Description
Customer Operations Engineer certifying, implementing, and managing Fusion Connect’s on-premises and cloud connectivity solutions. Resolving complex Tier 3 issues and supporting customers, engineers, and internal teams.
Responsibilities:
- Provide expert real-time inbound/outbound support to Field Engineers, Customers, Partners, Third-Party Vendors, and internal Fusion organizations for the installation, support, and certification of Fusion’s products and services
- Collaborate with Project Managers/Implementation Coordinators and Support Leadership to install and support SDWAN services and equipment, including Meraki, Velo, Fortigate, EdgeMarc, Adtran, Cisco, Polycom, and BroadSoft
- Independently test hardware/software for new and existing products, including processes, documentation, training, full product certification, user acceptance testing, and API testing/troubleshooting
- Create process documentation, training, and engineering handoff documents supporting ongoing learning and troubleshooting
- Work closely with Customers, Product, Sales, and Engineering to solve technical challenges
- Engineer and implement intricate on-premises and cloud-based designs
- Resolve complex issues at a Tier 3 level and support lower-tier support groups
- Certify, design, implement, and manage reliable, scalable, and secure product solutions
Requirements:
- Strong analytical thinking and problem-solving skills
- Strong teamwork and communication skills
- Ability to work under pressure, and to make calculated decisions
- Ability to manage multiple tasks/priorities and act quickly in a fast-paced environment
- Ability to develop and document detailed lab test plans and reports
- Knowledge of IP related protocols such as OSPF, BGP, and MPLS (MP-BGP/RSVP/LDP)
- Knowledge with Microsoft Teams and Cisco Webex, with integration with VoIP CPE’s
- Trustworthy work ethic and ability to work independently
- Virtual Cloud Infrastructure experience such as VMWare Vsphere
- Expert knowledge of the SIP protocol and applications (hosted PBX, SIP trunking, etc.) desired
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