Customer Operations Engineer Jobs

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Fusion Connect is seeking an experienced network engineer to join our Customer Operations Engineer team. Our Tier 3 engineering team is highly skilled with best practice experience in multiple lines of advanced services products. We are seeking someone who enjoys overcoming challenges, finding solutions, and working as a team.

As a Customer Operations Engineer, you will collaborate with cross functional team members to provide best-in-class customer service, every day, without exception. Our daily operational expectations include resolving complex issues, coaching on escalated issues with lower tier support groups, and supporting complex customer installations. This valuable role is required to meet the goals for our success and meeting our 100% satisfaction guarantees with our customers.

This position requires scheduling flexibility through an on-call rotation once a month to ensure escalations are addressed in a timely manner during and after hours.

Duties/Responsibilities:

Work collaboratively within a Tier 3 customer operations team to support a variety of SDWAN services and equipment, including voice and data over multiple connection types including direct internet, managed circuits, LTE, and MPLS.

Provide problem identification, resolution, and after-action reports for continued cross training and incident response improvement.

Assist solutions architecture team with hardware and software testing for new software versions, products, processes, and documentation.

Coach and support lower tier engineers, technicians, and product support personnel with escalated incidents.

Documentation (KB) articles that support ongoing learning and troubleshooting.

Required Skills/Abilities:

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.

Scheduling flexibility, light evening and weekend work is required.

Ability to work and thrive in a fully remote workspace.

Open to accountability for productivity through KPI’s and SLA’s from our ticketing system.

Trustworthy work ethic and ability to work independently.

Technical documentation for clearly communicating methods and procedures for other teams to follow.

Minimum Education and Experience:

3+ years’ experience with SDWAN technology and products, including Fortinet, Meraki, and VeloCloud

Working experience with infrastructure networking technologies, including IP addressing, subnets, VLANs, L2/L3 switching, static and dynamic routing with OSPF, eBGP, iBGP, MPLS, and IPSEC VPN’s

Proven working experience with Fortinet product line including FortiGate and FortiManager

Current or expired NSE 4 or NSE 5 or higher Fortinet certification or equivalent experience

Working experience with VoIP technology and products including DID’s, PRI’s, SIP, MGCP, SS7, BroadSoft

Customer relations experience

Microsoft Office products like Word, Excel, and Teams

Preferred Education and Experience:

Bachelor’s degree in computer science or related technology discipline

5+ years’ experience with firewall and SDWAN technology and products, including Fortinet, Meraki, and VeloCloud

5+ years’ experience with networking products and technologies, including switching, IP addressing, subnets, VLANs, static and dynamic routing with OSPF, EIGRP, eBGP, iBGP, tunneling, and VPN’s using Fortinet, Meraki, Velocloud

5+ years of experience with core networking experience with Cisco and Juniper

5+ years’ experience with provider voice technology and products including DID’s, PRI’s, SIP, MGCP, SS7, BroadSoft

Current NSE 4 and NSE 5 Certifications

CCNA or CCNP

Equipment knowledge with products including Cisco, Juniper, Adtran, Meraki, VeloCloud, and Edgemarc

Experience with voice technology like SIP, VoIP, and Broadworks