[Remote] Customer Operations Engineer 3

Note: The job is a remote job and is open to candidates in USA. Fusion Connect provides connectivity products and services for customers and partners. The Customer Operations Engineer 3 will certify, design, implement, and manage on-premises and cloud-based solutions, resolve complex Tier 3 issues, and support lower-tier teams. The role also involves testing products, developing documentation and training, and collaborating with customers and internal teams to address technical challenges.

Responsibilities

• Provide expert real-time inbound/outbound support to Field Engineers, Customers, Partners, Third-Party Vendors, and internal Fusion organizations for the installation, support, and certification of Fusion’s cutting-edge Products and Services
• Work collaboratively with Project Managers/Implementation Coordinators and Support Leadership to install/support a variety of SDWAN services and equipment, including Meraki, Velo, Fortigate, EdgeMarc, Adtran, Cisco, Polycom, BroadSoft, and more
• Independently test hardware/software for new and existing products. This includes processes, documentation, and training to include but not limited to Full Product Certification, User Acceptance Testing, API testing/troubleshooting
• Create Process Documentation/Training and Engineering Handoff Documents that support ongoing learning and troubleshooting
• Work closely with Customers, Product, Sales, and Engineering to solve any technical challenges

Skills

• Strong analytical thinking and problem-solving skills
• Strong teamwork and communication skills
• Ability to work under pressure, and to make calculated decisions
• Ability to manage multiple tasks/priorities and act quickly in a fast-paced environment
• Ability to develop and document detailed lab test plans and reports
• Knowledge of IP related protocols such as OSPF, BGP, and MPLS (MP-BGP/RSVP/LDP)
• Knowledge with Microsoft Teams and Cisco Webex, with integration with VoIP CPE's
• Trustworthy work ethic and ability to work independently
• Virtual Cloud Infrastructure experience such as VMWare Vsphere
• Expert knowledge of the SIP protocol and applications (hosted PBX, SIP trunking, etc.) desired

Company Overview

Fusion Connect is a next-gen managed communication service provider (MCSP) enabling enterprises to connect people and applications globally It was founded in 1997, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is http://www.fusionconnect.com/.

Company H1B Sponsorship

Fusion Connect has a track record of offering H1B sponsorships, with 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.