Technical Support Engineer

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Job Summary

The Technical Support Engineer (TSE) will be responsible for providing phone support and occasional field support to users of Adtran hardware.  The TSE will be an expert on the products that are supported by this role, and will work with highly technical end-users, Adtran Design Engineers, Adtran and Partner Sales personnel, Adtran Product Management, and other Adtran personnel as needed in the resolution of customer issues; whether technical or process related.  Primary support role will be fielding support calls on Adtran’s Broadband product suite.

This Technical Support Engineer (TSE) is a professional level position where assignments are designed to develop professional work knowledge and abilities. This role requires the ability to perform Engineering tasks for a major project or for projects of moderate complexity with limited direction.

Duties and Responsibilities

• Ensure attendance is prompt and regular as this is required in order to ensure quality workflow and customer response times.
• Manage time and prioritize tasks accordingly.
• Serve as an extension of the global Adtran Sales Team for post-sales activity.
• Maintain a professional and positive image of the Adtran brand.
• Treat customers and fellow employees with the utmost professionalism.
• Achieve and maintain a solid understanding of Product Support tools including Microsoft Office and related office software, current CRM, Bug reporting system, and internal wiki resources.
• Maintain customer-first mindset while working to understand and resolve the issues reported.
• Interact with other departments as a customer advocate to ensure customer issues are resolved in a timely manner.
• Report field issues to Engineering on behalf of the customer.
• Replicate customer network set-up and applications in labs when applicable.
• Test field issue fixes made by engineering.
• Stay up to date with the latest features and new products released by Adtran.
• Provide remote phone, email, and online support on tickets off a queue regarding Adtran hardware and software.
• Field post-sales calls from various Adtran customers including Tier 1-3 Service Providers, MSPs, and Enterprise Businesses
• Develop ability, with sufficient training determined by Manager, to understand customer trouble, communicate symptoms to other team members in an efficient manner, and follow through by helping to resolve the issue.
• Post software releases online for customer access if necessary.
• Provide on-site support at customers’ locations to assist with trouble resolution when necessary.
• The TSE will be able to resolve any basic and most intermediate complexity level tickets within their area of responsibility.
• Drive high profile customer/technical issues with assistance from more experienced team members and managers. This would include working with other departments to ensure progress is being made and providing timely updates to managers, sales, engineering, and product management.
• The TSE may be required to assist in training other TSEs within the department.
• Assist with process improvement.
• Generate and update documentation.
• The TSE should be able to produce and review precise technical writings to be used by both internal and external customers.
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the Company.

Qualifications

Basic Qualifications

• 0-2 years of relevant, professional experience required.
• The TSE must be technically skilled in the use of Adtran products and networking technologies. The TSE must have excellent self-study skills to develop and maintain an understanding of new technologies and must be willing to research and train on new technologies to keep their skill set current. 
• The TSE must be able to troubleshoot effectively by reasoning through the data given and developing plans to gather more data or to solve the problem. The TSE should be able to anticipate problems, see how a problem and its solution will affect others, gather information prior to making decisions, weigh alternatives against objectives, and arrive at a reasonable solution.
• The TSE must be able to communicate clearly and effectively with internal and external customers by phone, in-person, and by email in order to solve their problems. The TSE must listen to others, respond professionally to feedback, and ask questions to ensure understanding. 
• The TSE must be focused on providing the best in customer service. This role will require taking extra steps to ensure satisfaction, following through, making it clear to the customer that we appreciate his situation, etc. 
• The TSE must show initiative in identifying potential product issues, in providing customers with feedback on ongoing issues, and in learning new technologies. TSE's must be self-motivated and be able to work independently with minimal supervision, must be able to work as a team member in a continuous improvement environment, and must possess the ability to work simultaneously on multiple projects in different stages with a sense of urgency and efficiency. 
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the Company.