Customer Operations Engineer 3

Job Description Summary

The Customer Operations Engineer will be responsible for certifying, designing, implementing, and managing both on-premises and cloud-based solutions that represent the reliability, scalability, and security of our products.

Essential Duties and Responsibilities

• Provide expert real-time inbound/outbound support to Field Engineers, Customers, Partners, Third-Party Vendors, and internal Fusion organizations for the installation, support, and certification of Fusion’s cutting-edge Products and Services.
• Collaborate with Project Managers/Implementation Coordinators and Support Leadership to install/support a variety of SDWAN services and equipment, including Meraki, Velo, Fortigate, EdgeMarc, Adtran, Cisco, Polycom, BroadSoft, and more.
• Independently test hardware/software for new and existing products. This includes processes, documentation, and training to include but not limited to Full Product Certification, User Acceptance Testing, API testing/troubleshooting.
• Create Process Documentation/Training and Engineering Handoff Documents that support ongoing learning and troubleshooting.
• Work closely with Customers, Product, Sales, and Engineering to solve any technical challenges.

Requirements

• Strong analytical thinking and problem-solving skills
• Strong teamwork and communication skills
• Ability to work under pressure, and to make calculated decisions
• Ability to manage multiple tasks/priorities and act quickly in a fast-paced environment
• Knowledge of IP related protocols such as OSPF, BGP, and MPLS (MP-BGP/RSVP/LDP)
• Knowledge with Microsoft Teams and Cisco Webex, with integration with VoIP CPE’s
• Trustworthy work ethic and ability to work independently
• Virtual Cloud Infrastructure experience such as VMWare Vsphere
• Expert knowledge of the SIP protocol and applications (hosted PBX, SIP trunking, etc.) desired