Engr II-Application Support

The VCG Product Engineering team is seeking a highly skilled and experienced Router Support professional with a proven track record in troubleshooting and configuring a wide range of routers in complex network environments. Possesses in-depth knowledge of routing protocols, network security, and industry best practices. Adept at quickly identifying and resolving network issues to ensure optimal network performance and uptime. This is an excellent career opportunity for a professional with an impressive support background and great interpersonal skills.

• Product evaluation, Testing and troubleshooting of future and planned features and products in the Home products area including WiFi products and tools, smart home products, network performance measurement and improvement tools
• Provide clear technical resolutions and recommendations as applicable to alleviate customer issues and improve customer experience
• Converse with a data first mentality while playing the customers advocate
• Evaluate and recommend tools, technologies, and processes to ensure the highest quality product platform.
• Continuously learning best practices, industry landscapes and emerging technologies, and applying them to develop innovative business solutions.

You are an accomplished professional with hands-on experience assessing and troubleshooting broadband and internet technology equipment that includes complex software and systems, a self driven, resourceful, inquisitive individual who is a natural collaborator.

You will have excellent communication skills with the ability to speak effectively to both internal and external stakeholders. You have a data-driven approach to decision-making and are familiar with standard analytics and reporting tools.

You will need to have:

• Bachelors degree or one or more years of experience.
• Enterprise experience testing and troubleshooting home-based consumer broadband routers.
• Strong understanding of the In home WiFi network protocols, technologies, challenges and optimization opportunities.
• Strong expertise in IP protocols, security protocols, routers equipment and technologies.
• Understanding/evaluating business needs and requirements to provide testing support, prototyping, and documenting results.
• Well versed in 4G/5G Wireless Networks and possess a thorough understanding of the architecture of RAN, small cell, RF, Core, spectrum, 5G NSA.
• Strong analytical and troubleshooting skills, with focus on quality of service.
• Tier1/Tier2/Tier-3 support Core Customer support experience for the resolution of issues, outages/service impairments.
• Analyze logs from customer device and equipment including but not limited to Mobile device /set top boxes, router/extender equipment to correlate and isolate issues.
• Investigate Customer complaints, analyze suggestions. Provide on the spot solutions or offline solutions.
• Proficient in Splunk & JIRA for the developer teams for resolution.
• Proven ability to analyze complex business problems and proposing creative solutions with the ability to absorb new ideas and communicate clearly, objectively, and effectively.
• Strong business sense and abilities to communicate data insights to both technical and non-technical clients.
• Expected to work with the US team/with US overlap during US Business hours.

Even better if you have one or more of the following:

• A masters degree in computer science or computer engineering
• Prior experience within the telecommunication/networking industry
• Industry certifications (CCNA, CCNP, JNCIA, etc.) are highly desirable.
• Strong team player with excellent Interpersonal and Communication skills,