Technical Support Engineer

Company Background
HD Telecom of North America Co., Ltd., and our partner are looking for candidates to fill in our Technical Support Engineers (02 positions) and Field Support Engineers (02 positions) for our Cyber Security projects in the Asia Pacific region. Based in the Silicon Valley, our partner is a leading worldwide provider of end-to-end communications analytics and cyber security solutions.

The selected candidates will be trained in our office in the Silicon Valley for 3 months before being deployed to Asia Pacific region. The selected candidates must be able to travel and must pass security clearance.

We commit to providing our employees a dynamic, creative and friendly working environment with competitive salary, bonus and benefits.

Duties:
• Provide remote support to customer base
o SIGTRAN (Signaling Transport)
o Lawful Intercept Products and Protocols
o Enterprise Data Collection and Management tools
• Will be required to participate on customer technical assistance troubleshooting conference calls
• Will be required to participate in an on-call rotation with other team members in order to provide 24x7 support to our customer base
• Ability to test, troubleshoot, isolate, and at times provide additional information to Engineering to resolve customer product issues
• Self-manage multiple product case load
• Document and provide knowledge transfer information across multiple teams
• Understand customer needs and configure equipment accordingly

Essential Competencies/Skills:
• Technical understanding of network and IT security
• Experience of Tier 1 Customer Service Provider networks and associated Live business critical systems
• Strong knowledge of TCP/IP at packet level. Familiar with packet capture tools i.e. Wireshark
• Strong ability to analyze log files and then follow the troubleshooting path to resolve faults, network communication flows
• Strong knowledge of UNIX/Linux System and Service Administration
• Knowledge of networking and device setup and configuration (LAN/WAN, VPN, SSL, Firewalls, Switch/Router, Virtual Machine, Openstack)
• Excellent customer service
• Strong English oral and written communication skills

Desirable Competencies/Skills:
• Broad knowledge of regulatory compliance
• Experience in Shell script, Python, Perl, Tcl/Tk/Expect
• Experience of VoIP, SIP and IP Multimedia Subsystem (IMS)
• Experience with mobile and fixed line carrier grade voice/data products
• Experience with multiple encryption protocols (TLS/SSL, IPSEC)

Experience and Education Requirements:
• 3+ years’ experience in telecommunications
• Must be able to travel (including driver’s license)
• Must have (or be capable of acquiring) Security Clearance

- Training in Silicon Valley

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