Senior Customer Support Engineer (Video Conferencing)

Pune, India

This is a technical role for an early stage, fast-paced Silicon Valley start-up in the video infrastructure space. The Customer Support Engineer will work with Blue Jeans Network’s customers and our engineering design team to ensure that customer/product issues are resolved. This role will be responsible for providing first level customer support, helping to independently resolve problems that do not require additional engineering attention. Additionally this role will also be involved in product testing and configuration for various customer use scenarios.

Responsibilities

1. Serve as primary external interface and first level support to our early beta customers
2. Bring customer requirements & field data into product architecture discussions
3. Provide various customer usage scenarios to product architecture teams; such as customer’s use of video conferencing systems, NAT, MCU, etc.
4. Set-up, configure and demo different video conferencing equipment in the Blue Jeans Network test lab
5. Provide system level quality assurance of Blue Jeans Network product; test product under various customer environment scenarios

Qualifications

1. Bachelors Degree in Engineering or Telecommunications, Master Degree in Engineering or Telecommunications a plus
2. Experience architecting/designing multi-vendor video conferencing architecture which includes installation and troubleshooting
3. Ability to troubleshoot problems associated with videoconferencing ranging from picture quality issues to lost packets on the network
4. Strong knowledge of networking products and environments, with exposure to video conferencing products including: Polycom, Radvision, Lifesize, Tandberg, etc.
5. 3-7 years experience in a sales engineering, support engineering, or equivalent role with experience building and managing strong customer relationships
6. Strong understanding of H.323 and SIP technologies including Firewalls, NAT and Gatekeepers
7. Strong communication skills, oral and written; able to engender trust and respect of peers and customers
8. Sense of urgency. Escalates product issues when appropriate; maintains a sense of “problem ownership” to see all issues through to successful resolution. Strives to turn around issues with an efficient and effective approach to the end customer’s satisfaction
9. Capable of juggling a number of priorities and delivering results on time in a high pressure, dynamic environment.

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