What are the responsibilities and job description for the System Engineer position at GCS?
Job Description
Description
Client is looking for a System Engineer to provide technical support to our customers in North America (large Cable or Telecom operators) for our Fiber & Cable CPE product lines.
Familiar with the latest Hardware & Software technologies for Broadband operators, the System Engineer will contribute to innovative projects from initial concept specification and pre-sales activities to customer certification for commercial deployment and feature evolutions. Hands-on and well organized, the System Engineer will be instrumental to the success of problem resolution and troubleshooting.
The System Engineer will interface with multiple teams inside the organization (Product, Engineering, Sales), external partners (chipseters, Software companies, external labs) and multiple teams of our customers (Product, Engineering, Field ops). The SE will ensure accuracy of customer requirements, tracking of priorities and deliveries, and proper response to escalations. The SE will assist in building reporting tailored to multiple audiences and creating impactful material for communications to customers.
This position is based in Denver and is part of the North American Broadband Solutions group. Prior experience with Telecom operators and PON or DOCSIS is strongly desired.
Responsibilities:
- Help capture requirements and collect Product specifications
- Support the Product Manager in building project schedules in line with customer expectations
- Support the delivery of Software releases or new feature releases
- Proper tracking of JIRA tickets on daily basis with our customer and our engineering teams
- Production of test results, troubleshooting logs, ticket reproduction information and new requirements detailed descriptions
- Production of internal and external reporting on support activities and project calls
- Work with the Sales team to manage customer expectations and satisfaction
Profile:
- Bachelor’s degree in Engineering or Computer Science
- Master’s degree is a plus
- At least 5 years of experience in Engineering (Test, Support or R&D) in a similar industry
- Previous experience in the Telecom/Broadband or IT/Networking industry is preferred
- Previous experience in a Customer facing role is a plus
Skills and Knowledge:
- Familiarity with Broadband technologies such as PON (XGS-PON or EPON/DPOE), IP, Voice over IP (SIP), DOCSIS, WiFi, TR069
- Good oral & written communication in English
- Ability to work with remote teams in multiple time zones across North America, EMEA and Asia
- Good organization skills and autonomy to work on multiple project streams in parallel.
