Senior Support Engineer  

ROLE TITLE: Senior Support Engineer  
REPORTING TO: Support Manager
LOCATION: Kuala Lumpur, Malaysia

ABOUT OPENET
Openet is a leading worldwide provider of Transactional Intelligence solutions that enable the world’s largest and most innovative service providers to extract maximum value from their networks by gaining greater visibility into and control over the activity on them. Our solutions are based on a common product platform, FusionWorks, which sets the industry standard for performance, scale and flexibility. A global company, Openet’s implementations include long-running engagements with the world’s leading service providers such as British Telecom, Orange, a&t, Verizon Wireless and Telstra.
The Technical Support Group is responsible for supporting client solutions which have been built on OPENET’s Mediation/Active Charge product set.   The group will act as the Single Point of Contact (SPoC) for any technical issues which the Client encounters after initial deployment of the product. The Support group will work closely with most groups within the Engineering function including Professional Services, Core Product and Test to ensure that the Clients issue is handled to their satisfaction.

ROLE SUMMARY

The Senior Support Engineer role will involve call handling, problem analysis, technical troubleshooting, development of fixes/workarounds, bug tracking, and assistance in the delivery of new product releases to Openet Clients.  Senior Support Engineers may also from time to time, be required to develop service enhancements to the Clients rule-sets.  Senior Support engineers may also be required to liaise directly with the customer, visit customer sites, troubleshoot and resolve issues on site.

Senior Support Engineers will typically work flexible hours within a working day of 0900 to 17:30.  There is also a requirement to be on-call on a rotational basis (Approximately 1 week in every 8. Laptop, mobile and dial in will be supplied)

PRINCIPAL RESPONSIBILITIES

Support

• Act as primary contact for product problems and queries
• Track all queries on the Openet Gemini Call Tracking System
• Problem Diagnosis including debugging to the code level, Problem Resolution (remotely or onsite as required)
• Liasing with Services Engineering and Product Engineering to identify fixes and workaround for Client issues
• Providing regular updates to clients on the status of any open issues and managing Client expectations in line with SLAs
• Communication and follow-up on Technical Issues with other Engineering Groups and Escalation of technical issues within Openet as appropriate
• Takes responsibility for the handover into support of new customers. Involvement in Project Meetings for all new Clients, internal setup of Customer deployment and completion of Support Handover Requirements Documents including Support Information Pack. Actively contribute to Handover meeting
• Providing on-call (rotational) support as agreed with Support Manager
• Identify and execute process enhancements within the Support group. Update process documentation when required
• Is able to take complete responsibility for the relief and resolution of multiple complex customer issues, is able to prioritise and schedule own time around the resolution of these issues.
• Be available to visit customer sites, troubleshoot and resolve issues on site and manage customer expectations
• Mentoring of more Junior Support Engineers
• Ability to plan, schedule and review own work with little supervision
• Contributes significantly to the success of the Support team and is able to gain the co-operation of others
• Have excellent oral and written communication skills for effective dialogue with colleagues in the support team and superiors

General

• Attendance at Support Weekly Meetings
• Prepare articles for the internal Knowledge Base
• Prepare FAQ’s on common FusionWorks Support issues

 PERSONAL ATTRIBUTES

• Proven track record in a Customer Support Organisation.
• Excellent Written and Oral Communication Skills
• Excellent Organisational Skills
• Ability to work on own initiative and as part of a team

• Creativity / Adaptability / Flexibility
• Ability to Multitask / Attention to Detail
• Is proactive in ensuring resolution of client issues
• Self disciplined / Self starter
• Drive and commitment
• Relationship Builder

ENTRY LEVEL REQUIREMENTS

QUALIFICATIONS

• Previous Support experience (4-6 yrs minimum)
  

How to apply:- Please send your CV to:
jobs@openet.com