Job Title: Technical Support Engineer

Title: Technical Support Engineer
Location: Alviso, CA

Headquartered in Alviso, CA, Minerva Networks is a privately-held networking infrastructure company developing innovative end-to-end broadband IP Television solutions in the telecommunications market. We are currently seeking a Technical Support Engineer who will be the first point of contact for Minerva's IP Video customers and be responsible for providing phone support services on Minerva and related third-party products.

Job Description:
- Function as primary customer contact for all incoming and assigned customer cases by providing telephone, web, and email based technical support for Minerva Networks products, including the MPEG-over-IP encoding, the IP networking system, IPTV application servers.
- Re-creating customer problems and testing customer configurations in-house to help diagnose problems
- Coordinating and driving activities within Minerva to address customers' needs
- Escalate customer issues and request assistance as appropriate.
- Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide technically accurate and complete solutions.
- Constantly seek to proactively identify opportunities for improvement in all processes, communication, and documentation.
- Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.

Skills Required:
- Excellent written and verbal communication skills.
- Strong analytical and trouble shooting skills.
- Must be able to quickly learn a broad array of technologies and apply knowledge to real-world problems.
- Must be a flexible team player that is willing to jump in to help others wherever necessary.
- Ability to handle difficult or sensitive situations with diplomacy and tact.
- Demonstrated ability to work in fast paced, high demand environment.

Skills Preferred:
- 1-2 years of experience in field services or technical support
- Knowledge of one or more of the following: -

(1) IP networking, routing configuration and protocols.
(2) Unix operating systems
(3) Web based client/server applications
(4) Oracle or Microsoft SQL RDBMS

Education: BSEE/BSCS or equivalent experience.

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