Technical Engineer

Montreal /
Engineering / Project Management /
/ On-site
Our client is seeking a High Tech Engineer in CX Delivery to work with designated mission-critical customers, such as service providers, healthcare customers, and financial services companies, ensuring they receive premium-level service.

As a High Tech Engineer, you will:
-Be customer-facing as a member of the Expert Care premium services team.
-Partner directly with the HTOM and other client technical resources (NCE, HTTS, TAC, Escalation) in providing problem management support to client premium customers.
-Lead problem management efforts with internal stakeholders including: HTTS, TAC, Business Entity Escalation resources.
-Significant exposure both internally and externally, you will have the opportunity to make a difference in this vital and technical role.

The ideal candidate possesses:
-Strong organizational and communications skills.
-Demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.
-Receives limited supervision.
-Determines methods and procedures on new assignments.
-Routinely provides guidance and mentoring to other engineers.
-Translates worldwide team goals into own work assignments.
-Leads by example.

Core Deliverables:

    • Builds productive relationships with customers and takes ownership for customer success.
    • Fully identifies and resolves issues identified within the case and thinks beyond the fix to prevent future problems.
    • Network Problem Resolution: Assists in diagnostics and troubleshooting on S1 and S2 incidents based on deep customer network knowledge; the HTE supports TAC, HTTS, and Escalation resources as needed.
    • Root Cause Analysis Reports: Creates post-incident reports with detailed analysis and remediation in response to critical network incidents.
    • Quarterly Business Reviews: Presents technical review of impacting incidents, defect summaries, RCA summaries, and overall trend analysis of recurring or pervasive issues.
    • Training and Knowledge Transfer: Assist, Coordinate, or Deliver KT sessions to the customer on in order to augment troubleshooting skills and provide Our client best practices.
    • Communicates problem management findings to customer.
    • Demonstrate the ability to excel in the following areas:
    • Hands on knowledge/Technically proficient in (2) or more related technologies: Data Center Switching, ACI, UCS/SV, Route/Switch, Security, Collaboration, Wireless.
    • Troubleshooting Methodologies.
    • Incident management.
    • Conflict Resolution and Management.
    • Analytical and Trend analysis.
    • Communication/Presentation Skills.

Other Related Duties and Responsibilities:

    • Understand customers’ internal business functions and culture.
    • Build strong relationships with the customer to develop intimacy as a trusted technical resource.
    • Work to understand the customer’s network topology and environment.
    • Identify, build and maintain relationships with customer’s internal management.
    • Act as customer advocate at all times, representing customer needs to Our client post-sales support teams and applicable organizations.
    • Travel to quarterly customer site visits to present operational issues/activity, RCA summaries, and Defect trending in order to improve customer satisfaction and to provide gap analysis to customer and internal client personnel.
    • Partner with HTOM to assertively provide customers with updates on critical incidents and customer escalations.
    • Provides operational support for S3 and S4 service requests. Assists HTOM with weekly.
    • Service Request reviews, case management, and attends weekly conference calls and virtual meetings to provide status reports to customer.
    • Create and present quarterly reports to customers with analysis of customer’s trends/recurring problems, defect summaries, and RCA summaries.

Required Skills:

    • Typically requires a BS/BA degree or equivalent plus 5-8 years related customer support experience, project management experience or business experience.
    • Ability to work as a team member in a cross-functional matrix environment.
    • Excellent presentation and communication skills.
    • Knowledge of vertical market business trends and concepts.
    • Strong project management skills desired.
    • Strong influencing and negotiation skills.
    • Strong critical thinking and decision-making skills.
    • Strong understanding of Our client’s internal business functions.
    • Understanding of Our client’s sales and services lifecycle.
    • Understanding of pertinent software applications used for reporting and researching.
    • Ability to use phone, email, other collaborative tools for frequent communication with stakeholders.
    • Understanding of analytics, metrics, KPIs to perform basic trend analysis, and formulate customer recommendations and focus areas.
    • Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.
    • Understanding of Our client products and solutions.
    • Highly proficient with MS Office applications (Excel, PowerPoint, Word, and Outlook).

Additional requirements:

    • Lead continual improvement strategies to optimize customers’ perceptions of service and support.
    • Understand customer’s business, vertical market trends, financial complexities and monetary flow.
    • Establish/manage strategic cross-functional relationships with account stakeholders globally.
    • Drive internal organizational improvements, MBOs and Best Practices.
    • Deliver complex service solutions for top-tier High Touch customers.
    • Lead and influence stakeholders through critical delivery situations.
    • Possess a high level of business acumen - demonstrated application of advanced business
    • theory and extensive experience in multiple business functions.