北京招聘

- Work to reproduce customer issues and qualify escalations.

- Work with TAC, Sales, and Marketing to build a positive customer experience.

- Record, update and manage all assigned service requests leveraging Companys CRM.

- Identify known issues, hardware, and software problems leveraging Companys CRM. - Traveling to customer sites will be required to assist in fault isolation and root cause analysis.

- Position may require up to 50% travel.

- Travel may be required on short notice and involve multiple days at remote site, including nights and weekends.-Account engineer for premier account customer, to be dispatched for onsite requirement

More details:

- Field support engineer who provides onsite and remote technical support and product support to Company's partners and customers on current and future Company products.
- Technical account management for partners and customers as required.
- Understand, troubleshoot, diagnose, and resolve partner and customer issues.
- Define, manage, and execute problem resolution plans and communicate closure/resolution to Company TAC, SAM, partners, and customers.
- Record, update, and manage all assigned service requests leveraging Companys CRM.
- Identify known issues, hardware, and software problems leveraging Companys CRM, Knowledgebase, and analytical tools.
- Adhere to Companys documented escalation guidelines.
- Maintain in-depth subject matter expertise on several Company products
- Effectively manage many different tasks simultaneously.
- Travel frequently to customer sites to perform problem resolution, upgrades, and installation activities, as well and handle and diffuse political situations.
- Use diagnostic aids, tools and appropriate lab equipment as necessary.
- Review documentation on new products for accuracy and usability
- Engage on special project assignments from manager
- Review, edit, and publish Tech Notes, RCAs, and knowledgebase articles.
- Available 24x7 on an as-needed basis
- Coach and assist in training entry, intermediate, and advanced team members on Company current and future products.
- Assist in improving and creating processes and procedures to improve quality and productivity in team
- Participate in screening potential job candidates
- Participate in new product design and sustaining product design efforts (NPI / RASUI)
- Is the go to person for key critical customer issues or highly political problemsPosses CCIE, CCNP, CCNA, MCSE is a plus, with knowledge on Juniper, F5, Company or Foundry IP product, etc

Knowledge on Server and storage related field, HPUX, AIX, Oracle, EMC, HDS, etc .

We care about people including our clients, candidates, employees and people around us.

Intend to establish long-term win-win relationship with our clients, candidates, employees and stakeholders.