Senior Technical Escalation Engineer-Global Services

Employment duration: Full time
Location: Canada
Job Code: 351
# of openings: 1

Description

As a Senior Technical Escalation Engineer for Global Services, the successful candidate is responsible for the resolution and management of high impact technical customer satisfaction issues affecting the organization.  These issues could stem from pre-sales, project issues, complex technical escalations, and/or political issues that affect the customer experience.  The team member is responsible for being able to troubleshoot a broad spectrum of technologies, while providing in-depth technical leadership in multiple areas.  The critical customer issues that the team member is responsible for are typically situations where there is customer impact, revenue loss, or even ongoing issues that have been challenged with timely resolution.  These situations can include some of the most unique conditions where customer loyalty and retention is at risk.  This individual will be required to provide account management responsibilities due to repeated issues, long-term problems, quality or systematic behaviours that deviate from the customer’s perception or expectation.  In addition to being a subject-matter-expect, the Senior Technical Escalation Engineer will provide superior internal and external communication and mature leadership to executive and working teams.  This role reports into the AVP, Customer Support. 
 

Responsibilities:

  • Leading Technical and Customer management escalation plan & communication internally and externally
  • Driving customer escalation both technically and politically.
  • Collaboration with internal cross-functional teams to deliver upon a solution that will be acceptable to the customer.
  • Introducing problem resolution tools and methodology that are highly efficient and effective in addressing customer issues, including conducting lessons learned to ensure repeat occurrence is mitigated.
  • Track and maintain a customer issues record
  • Customer communications to assure delivery and full customer understanding of corrective action plans, progress, and next steps.
  • Internal communication to key Stakeholders on status of issue, customer temperature, and Executive overviews to keep management team members informed.
  • Ability to think outside of the box on creative solutions to address technical and commercial needs of customer.
  • Onsite customer visits to present corrective action plans as required.
  • Lead   daily escalation review meetings.
  • Demonstrate superior communication, presentation, and negotiation skills.
  • Exceptional, militant follow-through is a requirement.
  • Working collaboratively with customers in technically complex and business critical stressful situations, while providing professional and courteous technical expertise.
  • Work with customers, and other technical teams, to define technical problems, determine solutions, and assist customers in implementing the appropriate fix.
  • Engages internal resources resulting in successful cross-group collaboration.
  • Conducts root cause analysis demonstrating a high level comprehension of business impact across customer/partner escalations while manifesting a commitment to the mission, goals and strategies across teams and key stakeholders.
  • Positively influences external customer satisfaction and retention by receiving and effectively managing complex, mission-critical or politically sensitive customer escalations from various areas.
  • Provides insight and visibility regarding high-priority, large-scale or systemic trends/issues.
  • Strong prioritization and time-management skills with the ability to handle fluctuating volumes in a consistent manner without a decline in performance or advocacy.
  • Ensuring educational development programs to grow the knowledge base of the global services team.
  • Relentlessly strives for superior performance and continuous improvement across functional groups within Sandvine and our partners.

 

Qualifications:

  • 10+ years applicable industry experience – telecommunications, data networking, operational support systems.
  • Previous experience as a Technical Escalation Engineer.
  • Experience with or exposure to object-oriented programming language such as Java or C++, Linux/UNIX/FreeBSD operating systems, and general scripting languages.
  • Demonstrated ability to have completed multiple, extremely complex technical projects under pressure.
  • Demonstrated ability to work at executive and operational levels within our customers and Sandvine
  • Demonstrated ability to work in a high pressure customer facing role while participating in complex technical troubleshooting.
  • Four year degree in Electrical Engineering, Computer Science, or equivalent work experience in a technical field
  • Experience in problem resolution methodology (e.g. ITIL, Kepner-Tregoe, Six Sigma)
  • Thorough understanding of data and telecommunications industry, competitors, and evolving technologies
  • Experience in a customer facing role – managing relationships and escalations with customers on a large scale with competing priorities and diverse backgrounds
  • Excellent written and verbal communications, listening, negotiation skills.
  • Ability and willingness to travel to absolutely any part of the world.
  • Ability to keep a high performing flexible schedule working with customers.
  • Salesforce experience 
  • Professional Services requirements gathering and project delivery
  • Project management principles and methodologies
  • Understand and be technically conversant about Sandvine, its solutions, and product strengths and opportunities
  • Understanding of billing and charging concepts and experience with Online Charging and Policy Enforcement (OCS, PCRF, PCEF)
  • Knowledge of packet level debugging using Wireshark, tcpdump, tcpreplay or similar tools.
  • Solid understanding of end-to-end network call flows, as well as relevant technologies and protocols (DHCP, RADIUS, Diameter, GTP-C, BGP, SOAP, LDAP, JMS, GRE, IPSec, MPLS, GTP)

 

We thank all applicants, however, only those selected for an interview will be contacted.

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