Expert Engineer

The Expert Engineer is a key profile to setting up an international Customer Service and Support organization which intervenes mainly on the maintenance phase of the customer relationship, as well as on the project and presales phases.
Responsible for the overall service level quality of all assigned tickets as per specific customer SLA
•Accelerates the Workaround delivery within the committed SLA.
•Performs technical follow up call with customers within prescribed timeframe to ensure satisfaction with resolution.
•Involved in customer escalation as per Escalation Procedure or as required to ensure timely resolution
.Interfaces R&D, Product managers, projects managers, pre sales
. Delivers Professional Services such as on-site technical assistance, product integration/customization.
•Delivers customer training, potentially on site.
.Supports the Pre-Sales Engineer during the product evaluation
• Thorough understanding of IP networks and protocols, Internet based services and applications (VoIP, TV, VoD, 3G…).
• Knowledge in network architecture
• Strong experience in C language programming on x86 architecture under Linux
• Knowing other Operating Systems and CPU archictetures (multicores) would be a plus.
• Knowledge in Deep Packet Inspection technology
• Knowledge in network analyzer tools
• Excellent Command of English language.