Aeris Communication

Customer Support Engineer

UK-Berkshire-Reading
Job ID
2017-1288
Category
Customer Success


The Internet of Things (IoT) will unlock trillions of dollars in value over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients like Chrysler, Honda and Bosch fundamentally improve their businesses. Headquartered in Silicon Valley with offices in Chicago, London, Delhi, and Tokyo as well as other markets.  We rank among the top ten cellular providers for the IoT globally, powering critical projects across energy, transportation, retail, healthcare and more.

 

Built from the ground up for IoT and road-tested at scale, Aeris IoT Services are based on the broadest technology stack in the industry, spanning connectivity up to vertical solutions.  As veterans of the industry, we know that implementing an IoT solution can be complex, and we pride ourselves on making it simpler.

 

Our company is in an enviable spot. We’re profitable, and both our bottom line and our global reach are growing rapidly. We’re playing in an exploding market where technology evolves daily and acquisitions / consolidations happen left and right. We’ve got a stellar, strategic management team who find joy in working together and are executing effectively across the board.

 

 A few things to know about us:

  • We put our customers first. When making decisions, we always seek to do what is right for our customer first, our company second, our teams third, and individual selves last.
  • We do things differently.  As a pioneer in a highly-competitive industry that is poised to reshape every sector of the global economy, we cannot fall back on old models. Rather, we must chart our own path and strive to out-innovate, out-learn, out-maneuver and out-pace the competition on the way.
  • We walk the walk on diversity. We’re a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that’s by design. We see diverse perspectives as a core competitive advantage.
  • Integrity is essential. We believe in doing things well – and doing them right. Integrity is a core value here: you’ll see it embodied in our staff, our management approach and growing social impact work (we have a VP devoted to it).  You’ll also see it embodied in the way we manage people and our HR issues: we expect employees and managers to deal with issues directly, immediately and with the utmost respect for each other and for the Company.
  • We are owners. Strong managers enable and empower their teams to figure out how to solve problems. You will be no exception, and will have the ownership, accountability and autonomy needed to be truly creative.

 

As our organization and customer base continues to expand on a global scale, Aeris is seeking a Customer Support Engineer to join our global Tier I Customer Support team.  This position will be based in our Reading, UK office where you will work with your globally distributed Tier 1 team.  The Customer Support Engineer’s primary function is to provide expert technical support to Aeris Customers. This includes the isolation of issues customers may experience in using Aeris’ network services.


The Customer Support Engineer will work with peers, managers, customers, and vendors to ensure that customer issues are resolved in a timely manner. Observation of all company security, safety, code of ethics and other compliance policies will also be required of the Customer Support Engineer.

 

Duties and Responsibilities include but not limited to:

  • Handle Customer trouble tickets and service requests within Customer SLAs via phone and e-mail
  • Provide support and customer assistance with troubleshooting and technical issues web based tools and email
  • Drive the resolution of customer issues by applying technical expertise, product knowledge, communication and problem solving skills
  • Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service levels
  • Complete analysis to identify and resolve equipment and customer trouble.  Actively communicate with others to develop and execute corrective action plans
  • Daily monitoring of all customer KPIs, follow up with corrective and preventative action
  • Alarm monitoring of the Aeris network, responding to trouble indications and customer trouble reports. Reviews network data and performance documentation to ensure the Aeris network is operating properly and as designed
  • Interface with Network Systems Engineers, Hardware/Software Engineering, Sales Engineering, and Management
  • May be required to work shift and on call


Qualifications (Key Skills, Education and Experience):

  • Experience supporting and troubleshooting issues related to Cellular Network (CDMA, GSM, LTE)
  • Proficient in network routing, common network protocols (TCP/IP) and tools (ping, traceroute)
  • Exceptional trouble shooting and problem solving skills
  • Excellent verbal and written communication skills
  • The ability to multi-task, work under pressure and with short due dates
  • Strong interpersonal skills; proprietorship for the job, excellent oral and written communication skills
  • Routinely demonstrates sound levels of judgment and professionalism
  • 2 year technical degree preferred 

 

Aeris walks the walk on diversity. We’re a brilliant mix of varying ethnicities, religions, cultures, sexual orientations, gender identities, ages and professional/personal/military experiences – and that’s by design. Diverse perspectives are essential to our culture, innovative process and competitive edge. Aeris is proud to be an equal opportunity employer.

 

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