Customer Service Engineer

The FAE is part of the EMEA Services Team.

The focus of this Post-sale position is joining the Support Engineers team providing level 2/3 support and Professional Services to customers across EMEA. Primarily by our SIP, Data Networking and Voice-over-IP (VoIP) gateways, IP Phones, Unified Communications (UC) Applications and Appliances.

The FAE is responsible for the reported issues resolution cycle; from responding to initial trouble reports, to reproducing issues in the lab and/or escalating to R&D; follow-up until solution is delivered.

The position involves the following responsibilities:

• Support AudioCodes customers and partners for all AudioCodes products according to SLA
• Remote sessions
• Troubleshooting & Debugging
• Reproducing issues in the lab
• Ensuring High CSAT (Customer Satisfaction)
• Interfacing with backend support/R&D for L4
• Administration of External Customer Support accounts
• Direct handling of support tickets and Professional Services activities will be required
• On-call duty
  
  

The Technical Support Engineer must be an experienced support provider with an established track record of providing high quality support to meet customer requirements.

The Support Engineer is the primary liaison between the customer base and all other internal contacts. The Support Engineer must have an understanding of the support complexities of the products and environments being supported, as well as an understanding of the support process and its requirements. There must be a demonstrated ability to work with other people as a member of a team.

Overnight travel within EMEA is required as well as support for off-hours activities.

May also require supporting pre-sales engineering activities, POCs and customer training.

Requirements:

• Bachelor’s degree Engineering or University Diploma in Telecommunications, Electrical Engineering or Computer Science.
• Min. 3 years’ experience in a customer-facing technical role.
• In-depth, hands-on experience with Telecommunications equipment (e.g. Voice & UC technologies, Data networking equipment, PSTN protocols, VoIP protocols, TCP/IP, MS Servers infrastructure, etc.).
• Experience writing application notes & technical / project documents.
• Excellent English written and oral communication skills.
  
  

Advantages:

• Working with Microsoft Unified Communications solutions (Skype For Business/TEAMS).
• SBC experience, Working with Ribbon Communications, Acme Packets, AudioCodes, Avaya, Cisco, Patton, Sangoma technologies or solutions.
• Data Networking and Telephony In-depth experience.
• Working in an OEM/Vendor or Service Provider, dealing with Telephony, ACD, PBX, Voice Communication systems or solutions.