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    Senior Customer Support Engineer

    RGH sal - Sanaa, Yemen

    Ref. JB1899448

    Job Description

    Act as dedicated expert for advanced Care consultancy and support, both for customer account teams and for customers, provide technical leadership to large and / or complex e2e projects or troubleshooting cases.
    • Provide advanced technical support and troubleshooting /fault localization within several competence areas and Multi Vendor Interface.
    • Lead and provide consultancy during complex Care activities such as SW change planning, Expert Support Services, SW upgrades, technical audits and SWAPs or migrations.
    - Implement parametering in systems level, understands KPI and is capable to improve the performance of the system or e2e solution.
    - Project management duties (e.g. planning of a subproject, technical manager substitute, managing subcontractors).
    - Network expansion activities up to multi-interface level.
    - Overall responsibility for test planning: understanding of local requirements (e.g. network structure, functionalities, parameters etc.) to create valid and reliable test plans.
    Proactive knowledge sharer role: Technical guidance and support of other team members to avoid problems before they occur, Information sharing and competence transfer, proven presentation and training skills
    - Carry SW update/upgrades according to the Manufacturer technical support instructions/guidelines and officially released procedures.
    - Handle technical cases and request high level technical support from the manufacturer via the manufacturer ticketing tools to ask the support of the manufacturer technical support teams.
    - Self-study manufacturer manuals and technical documents to keep updated about the existing product roadmaps and SW maintenance updates/alerts. This can be done via the agreed setup with the manufacturer (e.g. web-access like through NOLS/ASWS).
    - Act as technical interface point between the manufacturer technical support teams and the customer.


    - Advanced-level knowledge of the Microwave Radio and Optical Transmission Networks
    - Hands-on experience with SRAL XD, SRA4, FlexiHybrid, SRT1F, Flexi Packet Radio, hiT7070, hiT7030/35 and their NMS platforms: TNMS-Core and Netviewer
    - Practical knowledge of PDH, SDH, Synchronization, MWR in general and Trunk Radio, DCN, Ethernet/VLAN’s, QoS and IP
    - Practical experience of using various Microwave and Optical Transmission test equipment/analyzers plus Ethernet analyzers (e.g. PDH, SDH and Ethernet/IP digital analyzers, Optical Power Meter and Attenuator, Microwave Spectrum analyzers and power meters/attenuators/couplers, frequency meters,….etc)
    - Leads and takes responsibility of team of engineers (e.g. sub project, system acceptance testing)
    - Customer Project Management and technical management skills
    - Excellent ability to work in team as well as independently
    - Quality oriented mindset
    - Stress tolerance, analytical and conceptual thinking, information sharing, reliability,
    attention to details
    - Understanding and experience in Care Services and customer interface
    - Must be fluent in English language and must have strong knowledge of Siemens and Nokia products
    Technical Competence Areas:
    - RA: Radio Access or
    - SC: Service Core or
    - SA: Service Applications or
    - BBA: Broad Band Access or
    - IPT: IP/Transport or
    - OBS: Operations & Business Software

    This job is posted in the following Specialties:

    Competence Management Metro Ethernet SMI S System Level Design VLAN


    Telcom Engineering or Computer and communication Engineer

    Job Details

    Job Location:
    Sanaa, Yemen
    Company Industry:
    Company Type:
    Employer (Private Sector)
    Job Role:
    Employment Status:
    Full time
    Employment Type:
    Monthly Salary Range:
    Number of Vacancies:

    Preferred Candidate

    Career Level:
    Mid Career
    Years of Experience:
    Residence Location:
    India; Pakistan; Yemen