Aeris Communication

Customer Support Engineer

US-IL-Chicago
Job ID
2017-1328
Category
Customer Success


The "Internet of Things" (IoT) is expected to grow to $19 trillion 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 in the top ten M2M operators globally, powering critical projects across energy, transportation, retail, healthcare and more.

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 new IoT / M2M solutions and platforms are being created at a fast-pace. Aeris’ technology advantage starts with the purpose-built M2M core network, AerCore.

 

AerCore is built on hundreds of person-years of development, resulting in over 50+ patents. Importantly, Aeris maintains full control of the underlying technology within AerCore, enabling implementation of new market leading features and unique solutions that will continue to benefit businesses and organizations across the globe. AerCore works across CDMA, GSM, and LTE networks, providing our employees continuous growth opportunities and development by gaining hands-on experience across all cellular and connectivity technologies.

 

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-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. No politics. No gossip. No bureaucratic third parties required.
  • We are owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception, and will have the ownership 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 Services Operations Center (GSOC) team. This position will be based in our Chicago, IL office where you will work within your globally distributed Tier 1 team. The Customer Support Engineer’s primary function is to provide expert technical support to Aeris Customers by working directly with our global customers to receive, triage, and resolve any aspect of Aeris' IoT solution (connectivity/coverage issues, to device registration/activity, service availability, billing errors, cloud-based infrastructure impairments, reporting discrepancies and more).


Duties and Responsibilities include but not limited to:

Customer Support:

  • Support customer trouble tickets and service requests within Customer SLAs via phone and e-mail
  • Provide support and customer assistance with troubleshooting and technical issues using 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

Network Operations:

  • Perform alarm monitoring of the Aeris core network (data centers/cloud), responding to all trouble indications, alarms, alerts, and events as necessary
  • 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


Required skills and experience:

  • At least a 2 year technical degree, as well as at least 3 years of technical customer support
  • Experience in providing direct customer support, using trouble ticketing systems and authoring professional communications
  • Strong proficiency in troubleshooting and problem-solving the following:
    • Wireless/cellular system infrastructures (CDMA, GSM, LTE)
    • UNIX navigation/administration issues
    • AWS cloud environments
    • Common network protocols (TCP/IP)
  • You have hands on-experience using SQL queries, protocol tools (ping/traceroute), WireShark, signaling traces, and call flows
  • The ability to multi-task, and work under pressure 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
  • Must be able to participate in a 24/7 on-call rotation

 


Aeris is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

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