OVERVIEW
ADB is looking for a dynamic Customer Support Engineer, responsible for supporting ADB products in customer locations for product support, field testing and / or commercial deployments.
The successful candidate will play a key role of first customer interface.
BASIC SCOPE OF RESPONSIBILITIES:
- Monitoring customers status in order to understand in advance if possible issues are emerging from installed basis
- Providing first response as soon as a new issue is risen by the customer
- Independently diagnose and resolve product issues, as well as work with engineering development teams, customers, and other field engineers to create optimal solutions
- Conduct log file analysis, database research, and use other mechanisms to diagnose and resolve issues
- Making necessary investigations (problem reproduction, logs retrieving, traces gathering…) trying to identify the issue root cause and address it internally.
- 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
- Proposing any workaround intended to minimize or eliminate the malfunction.
- Involving L3 (Development and Test) groups in case the fix is complex
- Contribute to the fix verification in house and in the Customer premises or directly in field.
- Obtaining the customer acceptance of the release including the fix.
- Occasionally deliver presentations to internal and external audiences on issue resolution, risk analysis, technical proposals, etc
- CSE is also involved in new releases internal testing activity, following internal procedures and rules of QG Department.
- CSE has to be available for short travels to visit customers in case of urgent issues or upon regular basis.
SUCCESSFUL CANDIDATE WILL DEMONSTRATE:
- BSEE/CS with 5-6 of significant industry experience (>5 years) in the digital Pay TV business field OR as IT Manager (see mandatory technical skills).
- Working knowledge of digital pay TV industry, products and protocols.
- Strong analytical and troubleshooting skills, issue resolution and root cause analysis, with particular focus on digital Pay TV business technologies
- Able to determine problems and deliver known solutions with a high level of customer satisfaction
- Must have excellent verbal and written communication skills in English
- A proven ability to interface with customers in a technical support role
- Work well with little guidance in a very dynamic atmosphere.
- Ability to travel overseas from time to time as required
TECHNICAL SKILLS:
- RedHat RHCSA (mandatory):
- logging to the Linux system and performing simple commands in Linux shell
- copying, moving, creating, deleting and managing files
- create, view and edit text files by using editors (Vim, gedit, nano)
- Getting information about the system and control the processes that are started
- Access and get secure access to remote command line using OpenSSH
- Locating and correct interpretation of log files to solve system problems
- Archiving files and copy them from one system to another
- Writing regular expressions that in conjunction with grep allow for quick isolation or finding content in text files
- Configuring Apache HTTPD
- Automation of the tasks (cron)
- Configuring basic IPv4 network in Red Hat Enterprise Linux systems
- The impact of relative priorities with which Linux processes are running
- Management of logical volumes from the command line
- Setting and validating DNS records for systems and setting up a secure DNS server
- Manage Local Linux users and groups, as well as local administration password policy
- Setting permissions in the file system and the way of interpret different settings in terms of security
- Controlling and monitoring of network services and system daemons using systemd / sysvinit
- troubleshooting using the online help and use support tools from Red Hat
- Access and review the existing file systems on Red Hat Enterprise Linux
- VMWare-VCP (mandatory):
- basic knowledge of virtual machines
- installation and configuration of Virtual Machines
- proved Knowledge of Servers working in clustering mode
- IP Networking (mandatory):
- Knowledge of the basic IP protocols
- Ability to debug via Wireshark tool
- Others (nice to have):
- JBoss
- PostgreSQL
- FTP
- MQTT
- ADB Head-End systems:
- pushVOD
- Billing
- EPG
- PDMS
- Diagnostics & Statistics
- MHP-PS
- SDP
LOCATION
The candidate should be based in Taipei, Taiwan; however, he will have to travel in the different countries in Southeast Asia.