JOB DESCRIPTION:

Customer facing role where candidate will contribute to the implementation / support of EXFO Telecommunication/System Monitoring Solution. During the project candidate will work with technical teams like Tier2, Tier3 support in place, project manager and R&D teams as a customer Resident Engineer.

Roles and Responsibilities:

• Oversee the technical analysis and the validation and testing of the solution
• solution Testing and support in Customer environments and finding resolution with help of internal teams.
• Provide support to the customer teams on operation and troubleshooting of the solution.
• Prepare all the documents needed to assist the solutions into the customer environment
• Execute end-to-end test plan for solution & are responsible for the validation and acceptance of the solution with respect to the schedules agreed with the customer.
• Carry out the investigations required for the resolution of the incidents by relying on superior support teams.

Technical:

Primary

• Proficiency working in Linux based Operating Systems.
• Working knowledge with openstack, heat templates, and Azure AKS.
• Familiarity with SIP and IP Telephony protocols and the use of packet capture tools (e.g. Wireshark) to identify irregularities.
• Exceptional skills with Python and Linux Shell (BASH, CSH, SH, KSH) scripting.
• Working knowledge with DevOps, mainly Docker, Ansible, virtualization, Kubernetes and microservices.
• Understanding of networking protocols TCP/IP, UDP, TLS, SSH, RTP, SIP, HTTP, DNS, NAT, and syslog

Secondary

• Familiarity with 5G call flows and 5GC SBI components.
• Familiarity with Kafka, Elastic, Spark, and MariaDB.
• Knowledge of WSO2 Identify server, LDAP, and single sign-on.

Must Have:

• 5 years? experience in a client-facing technical role.
• A demonstrated history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.
• Experience troubleshooting applications including the ability to experiment with software and telecommunications systems, reproduce customer reported behaviors and communicate these to engineering, support and sales.
• Experience working collaboratively with team members in different geographic locations and time zones.
• Experience working in an Agile / Scrum environment
• Strong verbal, problem solving and analytical skills.
• Candidate must have good written and oral communication skills, be a fast learner.
• Ability to lead discussions on technical issues and drive toward resolution.
• Able to explain and define complex issues within a business setting.

Required Aptitudes:

• Excellent communication & interpersonal relationships
• Autonomy, leadership and proactive
• Rigorous and able to manage multiple projects simultaneously
• Configuration and fine-tuning of the solution to adapt it to scope of work and customer environment.
• Ability to analyse issues and provide root cause analysis
• Autonomous, rigorous, and flexible and demonstrate a capacity for analysis and synthesis.
• Solid experience in strong interaction with international customers, and have shown, in this context, an excellent level of communication and leadership.
• Your interpersonal contact enables you to be recognized by the different teams with whom you work. Ability to work in an environment focused on innovation and team spirit.
• Passionate, curious and eager to learn