Technical Support Engineer 1353#

RAD is an industry leader in networking solutions. Trusted by Tier-1 communication service providers and critical infrastructure operators in over 150 countries, RAD delivers best-of-breed Carrier Edge, IoT, 5G, and critical operational network solutions that ensure always-on connectivity from anywhere.

As an innovation powerhouse for over 40 years, RAD works together with its customers to help them easily navigate digital transformation, as well as monetize their network and move up the value chain.

Why choose RAD?

We emphasize a stable and growing company culture that fosters togetherness and teamwork. We value building a strong team and maintaining a collaborative and supportive work environment.

Our commitment to professional development means we focus on helping our team members continuously learn and grow in their careers.

We Offer:

• Opportunity to work with cutting-edge Carrier Ethernet, IoT, and networking technologies.
• Exposure to Tier-1 telecommunications providers and critical infrastructure customers worldwide.
• Ongoing training and professional development opportunities.
• A collaborative, innovative, and supportive work environment.
• The opportunity to work alongside experienced Engineering and Product teams on industry-leading networking solutions.

Roles & Responsibilities:

RAD is seeking a customer-focused Technical Support Engineer to join our Global Technical Support team. In this role, you will provide technical support to customers, troubleshoot networking and communication solutions, and collaborate with Engineering and Product Management to resolve technical issues efficiently. You will also deliver professional services and support customers both remotely and on-site.

Key Responsibilities

• Serve as the primary technical contact for assigned customer support cases via phone, email, and web.
• Troubleshoot and resolve network configuration issues, equipment faults, and product-related problems.
• Analyze customer network environments to identify root causes and recommend effective solutions.
• Collaborate with Engineering, Product Management, and Tier-3 Support teams to resolve complex technical issues.
• Deliver Professional Services, including product implementation, configuration, technical trainings, technical consulting, etc
• Provide on-site installation, troubleshooting, and technical support when required.
• Maintain high levels of customer satisfaction by delivering timely, professional, and effective technical support.

Required Qualifications

• Minimum of 2 years of experience in one or more of the following areas:
• Carrier Ethernet technologies
• IP/Ethernet networking
• VLANs, Routing, and Switching
• Quality of Service (QoS), including traffic prioritization and policing
• Industrial IoT (IIoT) technologies
• TDM technologies
• SNMP management platforms and network monitoring
• IT Network Administration
• Strong analytical, diagnostic, and troubleshooting skills.
• Excellent communication, interpersonal, and customer service skills.
• Ability to manage multiple technical issues in a fast-paced environment.
• Willingness to travel for customer on-site support when required.

Preferred Qualifications

• Bachelor's degree (B.Sc. or B.A.) in Computer Science, Information Technology, Electrical Engineering, or a related technical field.
• Networking certifications such as CCNA or equivalent are an advantage.
• Experience supporting telecom, service provider, or enterprise networking environments is a plus.