Careers

Customer Success Engineer

About the Role

The Customer Success Network Engineer will work closely with our Customer Success Account Managers to provide an exceptional level of customer service to our customers. This person will support our clients with issues related to Data and Voice networks.

Our ideal new teammate would have prior experience in an IT support or engineering-based role. They would be able to work with technical and engineering colleagues to diagnose and resolve technical challenges with IP network and voice networks.
This person will also need to be personable, outgoing, and customer service oriented. Prior experience in a customer-facing role is required. A Sales background is preferred.

Responsibilities

Document customer issues, troubleshooting status updates, and resolution summaries

Investigate, diagnosis and resolve voice and data networking issues including various platforms, operating systems, applications, inbound / outbound calling, caller ID, & calling features
Follow up with customers to ensure ongoing high levels of satisfaction
Take ownership with internal and external stakeholders to define and resolve systemic issues
Have the technical acumen to move current customers from one platform to another.

Requirements

In-depth experience with SIP, TCP/IP and similar multimedia technologies and protocols.

Technically relevant certifications such as Cisco (CCNA, CCNP) Linux, SIP, Security, etc
Advanced knowledge and experience with network troubleshooting including LAN/WAN, Routers, PBX, Firewalls, Switches, IP, UDP/TCP, SIP, RTP.
Experience with Edgemarc SBC/Routers, Cisco Routers/Switches, Netgear SOHO routers/firewalls, HP and D-Link managed switches, Sonicwall Security Appliances, Polycom VoIP phones, Yealink VoIP phones, Obi analog to SIP adapters (ATA) and other popular industry devices.
Experience with consultation and design of small business to enterprise networks.

What We're Offering

• Competitive medical

• Dental

• Vision

• Life insurance

• 401k

Job Type

Full-time

Location

Newark, NJ

Job Posting

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