Customer Success Engineer

Customer Success Engineer
Bengaluru, INDIA

Simnovus is a disruptive 5G technology company that provides software solutions for RAN Validation. As part of our team, you will have the opportunity to work with the leaders in the 5G industry worldwide. We are a VC-backed company headquartered in RTP, NC with customers worldwide.

At Simnovus, we value our employees and believe in creating a positive work culture that fosters creativity, collaboration, and growth. We provide our employees with ample opportunities for professional and personal growth. You will work alongside a talented, diverse, and global team of professionals who are passionate about their work and committed to delivering the best possible results for our customers.

We offer a competitive compensation package, comprehensive benefits, and a supportive work environment. If you are passionate about making a difference, delivering exceptional results, and working in a fast-paced environment, we would be delighted to have you on the Simnovus team.

Skill

• Bachelor s or Masters degree in Computer Science/Engineering, Electrical Engineering or related field
• Minimum of 5 years experience in telecommunications (preferably RAN technologies)
• Minimum of 3 years experience in Technical customer support and/or Quality AssuranceMinimum of 2 years experience in 5G RAN technology
• In-depth knowledge of the L1/PHY aspects and corresponding analyses (FPGA capture etc)
• Strong familiarity with RF analysis (constellations and other VSA plots)
• Expertise with wireshark analysis.
• Strong familiarity with networking principles.
• Ability to rack-mount, connect reasonably heavy pieces of equipment.
• Expertise in advanced Radio Access Network troubleshooting techniques a plus (eg.
• Sanjole Wavejudge, Spectrum Analyzers, Wireshark)
• Customer-facing/field experience a plus
• Experience with O-RAN topology a plus
• Experience with UE emulation for Radio Access Network Base Station testing a plus.

Responsibilities

• Conducting product proofs of concept (PoC)
• Planning, execution and closure formalities for PoCs
• Handling logistics for the PoC, detailed reporting, driving engineering actions to
  closure.
• Managing scope and driving evaluations to successful conclusions.
• Conducting post-sales deployments
• Planning, execution and closure formalities for deployments
• Creating customized use cases, scheduling and logistics planning, remote/onsite
  execution and graceful solution turn-up, execution of baseline complex use
  cases.
• Conducting product training sessions for customers.
• Advanced Technical Support:
• Providing detailed analysis for problem resolution of field issues
• Serving as key point of contact to analyze complex field defects
• Analyzing captures and test system logs to determine failure points and make
  suitable recommendations to the customer or engineering for corrective actions.
• Running series of characterization tests to determine failure thresholds and
  provide value insight into root cause analysis
• Taking ownership of critical incidents, coordinating with resolution parties, and
  establishing effective communication between stakeholders for post-incident
  reviews
• Serving as a single point f contact driving frequent touchpoints with key
  customers and ensuring proactive customer satisfaction with 0 escalation target.
• Collaborate with Software Quality Assurance, System Engineering and Architecture,
  Program Management, and Software Development teams in all aspects of the
  development lifecycle including:
• Execute onsite QA activities (as an extension of in-house QA)
• Participate in select software code/design/requirements review processes to
  ensure alignment with customer needs
• Providing early design feedback, functional automation, reliability, stress,
  performance, integration testing, through to supporting production issues.
• Providing detailed and early feedback on test strategies to align with customer
  needs
• Providing deep product insights, quick analysis, and problem resolution to keep
  customers satisfied
• Participating in daily scrums for key feature development threads to represent
  Deployment needs
• Process optimization:
• Developing a deep understanding of projects to gain insights into the scope of
  deployments
• Taking accountability for deployment and support performance, meeting
  customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for
  quality of support optimization
• Recommending methods of improvement and seeing that actions are
  implemented on time to enhance customer experience