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Customer Support Network Engineer - Tier 2 (Hybrid)

Customer Support Network Engineer - Tier 2 (Hybrid)

Orion InnovationBucharest, Romania
În urmă cu 18 zile
Descrierea postului

Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

Our Partner

Our partner is a fast-growing software company that builds networks like clouds. It offers communications service providers and cloud providers a radical new way to build networks, detaching network growth from network cost and increasing network profitability.

Our partner’s Network Cloud solution uniquely supports the complete virtualization of network and compute resources, enabling communication service providers and cloud providers to meet increasing service demands much more efficiently than with today’s monolithic routers.

Their software runs over standard white-box hardware and can easily scale network capacity by adding additional white boxes into physical network clusters. This unique disaggregated network model enables the physical infrastructure to operate as a shared resource that supports multiple networks and services. This unique network design also allows faster service innovation at the network edge, supporting multiple service payloads, including latency-sensitive ones, over a single physical network edge.

Overall Objective of the Role

We are currently seeking an inquisitive, technologically motivated, self-directed Customer Support Network Engineer to join our Customer Success Team. It will be your job to deliver exceptional customer experience to our partner’s customers both internal and external.

In this Customer Support Network Engineering role, you'll be part of a team that constantly adapts to new technologies, implements new solutions and systems and provides support to disaggregated routing products.

Responsibilities

  • Provide world-class technical service as part of our growing front-line technical support team.
  • Use creative problem-solving skills to help solve and implement required solutions.
  • Follow up with customers to verify solutions are successful and achieve the desired impact.
  • Work with R&D to develop and test solutions, install and test new products and versions worldwide.
  • Collaborate with Customer Success managers, PMs, and R&D to meet deadlines and ensure customer satisfaction.
  • Summarize, communicate and escalate the overall customer experience.
  • Collaborate with other support engineers worldwide.
  • Use your experience and initiative to help the team continuously improve both processes and services.

Requirements

Must Have :

  • Bachelor’s Degree in a relevant technical field.
  • 2+ years of experience as Network Support Engineer.
  • 4+ years of experience in implementing and troubleshooting routing protocols such as BGP, IS-IS and OSPF.
  • Strong IP Networking experience - ISP experience preferred.
  • Experience with Cisco or Juniper networking technology.
  • Strong documentation experience to create Standard Operating Procedures along with other documents needed.
  • Experience working within an Enterprise-level environment and Tier1 / 2 ISPs.
  • Familiarity with various forms of site-to-site connectivity (point to point, VPN, MPLS, etc.).
  • Be kind.
  • Demonstrable empathy skills, including the ability to put yourself in the customer’s place, and see the situation through their eyes.
  • Motivated and self-learner through hands-on experience and on the job learning.
  • Highly customer-facing abilities including acting under pressure.
  • Ability to work as part of a global team, including the creation of checklists and procedures, incident handoff and follow-the-sun operating methodologies.
  • Able to marshal resources and align cross-functional troubleshooting efforts to achieve customer commitments.
  • Ability to manage number of simultaneous activities while demonstrating accountability, upholding strict SLAs.
  • Strong attention to detail and problem-solving skills with quick adaptation to change.
  • Solid communication and interpersonal skills – personable, effective communication style required with presentation experience.
  • Excellent English spoken and writing skills.

    • Nice to Have :

  • CCNP / JNCIP Routing and switching certification.

    • Reasons to Work with Us

  • Competitive financial conditions.
  • Opportunity to work on internationally recognized projects.
  • Flexible schedule and a hybrid work model, prioritizing remote work as much as possible to support work-life balance.
  • An exciting career path within a friendly, dynamic, and growing organization.
  • Professional development opportunities in a multicultural environment.
  • Private medical coverage with Medlife or Regina Maria.
  • Meal vouchers.
  • Gift vouchers for special occasions such as birthdays, weddings, or childbirth.
  • Wellbeing programs, including sick days, 7Card subscriptions, and relaxation facilities in the office.
  • Team-building events and other social experiences.
  • Budget allocated for certifications relevant to your project.
  • Workshops, internal training sessions, and knowledge-sharing opportunities.
  • Access to LinkedIn Learning, upon request.
  • Access to Udemy, if required for your project.
  • Convenient city-center office location.
  • Shared parking spaces.

    • As a global digital transformation company, Orion values creating a productive, diverse work environment. We are committed to maintaining a positive work environment where our people value traits that make each one of us different from one another. We all bring a diverse set of perspectives, work and life experiences, and our differences make us more valuable both internally and for our clients.

    Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

    Candidate Privacy Policy

    Orion Systems Integrators, LLC and its subsidiaries and its affiliates (collectively, “Orion,” “we” or “us”) are committed to protecting your privacy. This (“Notice”) explains :

  • What information we collect during our application and recruitment process and why we collect it;
  • How we handle that information; and
  • How to access and update that information.

    • Your use of Orion services is governed by any applicable terms in this notice and our general .

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    Network Engineer • Bucharest, Romania