Offer summary

Qualifications:

Bachelor’s degree in computer science, Electronic Engineering, Telecommunications, or related field., At least 5 years of experience in networking systems hardware, software, and troubleshooting., Strong expertise in IP network switching, routing protocols, and TCP/IP stack., Proficiency in Linux server configuration, containerization, and orchestration tools..

Key responsibilities:

Provide onsite and remote support for client lab integration, testing, and field trials.

Integrate IP networking ecosystems with Harmonic platforms to support customer use cases.

Train clients and field service teams on operation and troubleshooting of Harmonic systems.

Support customers through deployment, technical support, and issue resolution.

Job description

Description

Resident Support Engineer

Harmonic is the worldwide leader in virtualized broadband solutions. We revolutionized broadband networking via the industry’s first virtualized broadband solution, enabling cable operators to more flexibly deploy gigabit internet service to consumers’ homes and mobile devices. Learn more at www.harmonicinc.com.

Role Description

We are looking for highly motivated and technically skilled Resident Support Engineer (RSE) to join our Harmonic Broadband support team. You will be responsible for providing technical expertise and product knowledge the customer's operations teams in deploying and managing Harmonic solution and services.

You will report to Director or Broadband Support.

Location

You will be based in Mexico City.

This is a Hybrid role – Remote with periodic onsite work at Mexico City and Monterrey, in Mexico.

What you will be doing:

Provide onsite and remote support activities for cOSTM client lab integration, testing, qualifications, and field trials in Mexico
Integrate IP networking ecosystem with Harmonic platform/system to support Customer Use Cases.
Communicate with remote, marketing, engineering, and sales teams about client expectations.
Responsible for testing new software and hardware; report and track defects to engineering.
Execute, and lead client field trials.
Train clients on the operation and troubleshooting of the Harmonic platform/system, with support by the Remote team.
Train field service team on the operations and troubleshooting of Harmonic platform/system and any new features with support by the Remote team.
Assist with deployments and technical support.
Supporting customers in conjunction with Harmonic’s 24/7 Technical Assistance Centre (TAC).
Investigate, diagnose and resolve Customer issues in a timely manner and be onsite if needed. Also, escalate problems for assistance in a timely manner.

What you should have:

Bachelor’s in computer science, Electronic Engineering, Telecommunications or equivalent;
5+ years direct experience in networking systems hardware, software and troubleshooting.
Strong expertise in IP network switching and routing protocols, TCP/IP stack is a “must”.
Experience in configuration and administration of Linux-based servers is a “must”.
Understanding of containerized environments and orchestration tools (containerd, Docker, Kubernetes, etc.).
Ability to understand technical documentation including Software/Hardware Configuration Guides, schematics, work instructions, test procedures, etc.
Problem solving, analytical and communications skills.
Knowledge of FTTX/PON is a “must”.
Language – Fluence and able to communicate (verbal and written) in both Spanish and English is a “must”.
Extensive experience working in cross-functional teams in the delivery of customer-specified technology solutions. This includes business capture support, project execution, and customer management.
Experience with monitoring and observability tools such as Zabbix, Grafana, and Prometheus for real-time metrics analysis, alerting, and troubleshooting.

Proficiency in log analysis and troubleshooting using Elastic Stack (Elasticsearch, Kibana) to search, interpret, and correlate system and application logs.
Experience using tcpdump and Wireshark for network traffic analysis.
Proficiency with Atlassian tools (Confluence, JIRA, etc.).

Travel (if applicable)

This position requires significant travels within Mexico. The candidate needs to be ready to work in time zones that cover the site locations during the field trial phase of the project.

Diversity, Equality, and Inclusion at Harmonic

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

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#LI-AW1

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