System Engineer (US)

Your Mission, Should You Choose to Accept It:

We’re looking for a technical powerhouse to become the trusted partner for one of the biggest service providers in the US. This isn’t your typical support role. You’ll be embedded as their go-to expert, solving their toughest challenges and ensuring our technology delivers maximum value. You are the critical link between a major industry player and our internal innovation engine. If you thrive on complex problem-solving and building relationships, this is the role for you.

Job Responsibilities:

• Own the Technical Relationship: Serve as the primary technical point of contact for our key client, providing exceptional support and fostering a strong, collaborative partnership.
• Diagnose & Resolve: Perform deep-dive analysis and troubleshooting on complex network and security challenges, ensuring swift and effective resolution.
• Collaborate & Escalate: Work seamlessly with our core Engineering and R&D teams to resolve escalated issues, acting as the bridge between the client and our internal experts.
• Be Proactive: Proactively monitor system health and performance to identify and address potential issues before they impact the client’s services.
• Champion Client Needs: Act as the voice of the customer, providing invaluable feedback to our Product, Development, and QA teams to shape the future of our solutions.
• Maintain Excellence: Meticulously document customer interactions, technical resolutions, and product feedback in our CRM to contribute to our knowledge base and drive continuous improvement.

Job Qualifications:

• $3+$ years of experience in a customer-facing technical role such as Technical Support, Network Engineering, or Sales Engineering.
• Strong foundational and practical knowledge of networking protocols and technologies, including $TCP/IP$, routing (e.g., $BGP$, $OSPF$), switching, $VPNs$, and firewalls.
• Hands-on experience with network analysis and monitoring tools (e.g., Wireshark, Grafana, Zabbix, or similar).
• Demonstrated ability to logically troubleshoot complex technical problems and articulate solutions clearly and concisely.
• Exceptional communication and interpersonal skills, with a strong customer-centric mindset.
• Proven experience working directly with large service providers is a significant plus.
• A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field is preferred.