Major Responsibilities: 
As member of our Support Services team provide customers and end users with product and technical support by performing the following duties:

Ø  Working with customer onsite most of the time, provide high satisfied support service；

Ø  Understand customer’s automation requirements and deliver proposal to the customer；

Ø  Deliver code or test cases on time and provide necessary on-site debugging；

Ø  Provide Spirent TestCenter automation support on script level, analysis code issues and resolve；

Ø  Deliver produce installation, training, technical support, diagnose, hardware and software troubleshoot and debug；

Ø  Respond incoming Service Requests from customers, Sales Engineers and Sales team via telephone, online networks and email；

Ø  Communicate with Engineers and Product Managers regarding, bugs and follows-up to make sure fixes are received and tested；

Ø  Advises management on product development issues arising from product problems identified through technical support calls with customers；

Ø  Completes and maintains records of customer issues, product defect, etc, using Spirent’s CRM tools (Salesforce)；

Ø  Provide technical support on network layer 2-7 test and automation test；

Ø  Work close with Global Services and other teams such as sales team；

Ø  Other duties as assigned / required.

Requirement:

Ø  Bachelor's degree or above in telecommunications, engineering or computer science；

Ø  Experience of software design and Script language, such as TCL, Ruby, C/C++, JAVA, Perl；

Ø  An established expertise in some of the following protocols and their extensions, but not limited to: TCP/IP, OSPF, BGP, VPLS, LDP, RSVP, IS-IS, RIP, MPLS；

Ø  Should have hands on Experience on Network Elements like Routers and Switches；

Ø  Some application protocol such as TCP, HTTP, FTP, SIP, RTP/RTSP；

Ø  Experience using Spirent Communications test equipment a plus；

Ø  Must be able to work in a fast paced environment and effectively manage multiple priorities；

Ø  Fluent written and excellent verbal English skills are required；

Ø  Ability to write reports and business correspondence, effectively present information and respond to questions from managers, clients, customers, and the employees of the company；

Ø  Diverse problem solving requires evaluating best practices – both for high customer satisfaction and higher process efficiency within team；

Ø  Ability to work with little supervision on routine daily workload and projects, setting action plans and timelines independently, with communication on progress to management as required.

Nice to have:

1.      CCNP/CCIE certification is a plus.

2.      SCPA/SCPE certification is a big plus.