Customer Support Engineer – Des Moines, Iowa

SCOPE:

• The Customer Support Engineer position directly reports to the Des Moines Engineering Group; Engineering Operations Manager and supports ADB products in customer locations for product support, field testing and/or commercial deployments.

RESPONSIBILITIES:

• Provide technical support for ADB customers working with complex RF and IP networks and systems.

Tasks include:

• • Answering technical questions either on the phone, e-mail, and on-site
  • Establishing and apply procedures to restore the operation of deployed ADB products
  • Using advanced troubleshooting methodologies and techniques, determining the nature of customer issues (root cause) resulting from the interaction of ADB products with other system components within complex RF and IP networks
  • Perform maintenance of Headend, Datacenter and Customer Premise Equipment products
  • Act as customer point of contact when an internally coordinated effort is required to resolve customer issues
  • Advocating internally within ADB engineering for changes to improve customer experience when best practices can be identified while working with ADB customers and other ADB engineers
• Setup, conduct and record lab tests for RF and IP products within the ADB product portfolio
• Independently diagnose and resolve product issues, as well as work with ADB engineering development teams, customers, and other field engineers to create optimal solutions
• Using advanced troubleshooting methodologies and techniques to conduct log file analysis, database research, and use other mechanisms to diagnose and resolve issues
• Effectively communicate technical issues to internal and external partners, must be able to communicate both verbally and in writing including writing professional procedural documentation and technical descriptions as necessary
• Occasionally deliver presentations to internal and external audiences on issue resolution, risk analysis, technical proposals, etc.
• Perform other duties as assigned by the Engineering Operations Manager

REQUIREMENTS:

• Must possess a valid Driver’s license
• Must possess a valid Passport
• Travel: >50%, ability to travel overseas from time to time as required
• Strong technical writing skills
• BSEE/CS with 2-3 yrs experience OR significant industry experience (>5 years) in the Cable IT field.

 PREFERRED EXPERIENCE:

• Must have a proven track record of successful troubleshooting, issue resolution and root cause analysis within complex IT and RF environments, with particular focus on hardware appliances in IPTV and cable TV industry technologies

• Understanding of STB operational behavior in the context of cable headend environments including Cisco and/or Arris/Motorola systems, Cable Modem Termination Systems, and others

• Knowledge and experience in Set-top box architecture, cable network topologies, common system components, content delivery mechanisms
• Ability to research, absorb, and apply industry standards that frame the operations of ADB STB products such as, HDMI, OpenCable Host 2.x, OCAP, DOCSIS, CableCARD interface, MPEG, H.264, VOD, SDV overall knowledge about digital media transport and compression formats
• Advanced knowledge of IP-based networking
• Advanced knowledge of Linux systems administration and command line interface use. Including some knowledge of shell scripting.
• Experience with virtual machine and High Availability (HA) environments.
• Competent knowledge of SQL
• Knowledge and experience in C and/or Java in embedded environments
• Knowledge and experience in understanding of the Software Development Life Cycle.
• Knowledge and experience with the following technologies: Python, SQL, HTML 5, HTTP, Javascript (jQuery, Ajax), CSS 3, XML, JSON, Nginx, Linux (Red Hat, Ubuntu).

LOCATION

Des Moines, IA. (ADB Urbandale IA. Engineering offices)

If you feel your skills and experience are suitable for the job, please apply sending your CV to [email protected]

We reserve the right to respond only to chosen candidates.