Customer Service Engineers have the prime responsibility to receive, troubleshoot, resolve, escalate and close Customers incidents and requests, delivering superior customer service, APAC business hours. Functions Own technical escalations for the incidents and drive it till resolution Coordinate and participate in troubleshooting efforts between Cross Functional teams, vendors & customers Acknowledge escalation, Isolate faults, manage and resolve incidents Escalate to resolve incidents within SLA Support IM in major incidents Perform Root Cause Analysis on the incident and ensure the issue is permanently fixed to avoid repetition Upskill service desk by delivering training, breakout sessions or on the job guidance Manage and implement all type of Customer changes following Change Management Process Participation in the on-call Rota Support Top customers Documentation and updating the knowledge base Essential Qualifications: Bachelor's degree in electrical, Electronics, Telecommunications Technical Skills Network & SD-WAN Expertise Minimum 6+ years of experience in networking and SD-WAN (Versa), preferably within a service provider environment. Cisco Networking Skills Strong expertise in Cisco networking, holding at least a CCNP certification or higher. Routing & Switching Professional level understanding and hands-on experience with routing and switching technologies, including OSPF, BGP, EIGRP, VLANs, STP, and VTP. MPLS & WAN Technologies In-depth knowledge of MPLS, LDP, RSVP, QoS, and traffic engineering with real-world experience in WAN connectivity and optimization. SD-WAN Support Practical experience supporting SD-WAN solutions, specifically Versa SD-WAN, including controller configurations, policy-based routing, application-aware routing, and troubleshooting. Security & Firewall Understanding of network security principles, including firewalls, proxy servers, VPNs (IPsec, SSL), and access control policies. Experience with next-generation firewalls (NGFW) is a plus. Network Troubleshooting & Performance Optimization Proficiency in packet analysis, performance monitoring tools (Wireshark, SolarWinds, PRTG, NetFlow, etc.), and network diagnostics. Soft Skills & Competencies Problem-Solving & Critical Thinking - Ability to analyze complex technical issues, identify root causes, and implement effective solutions. Communication Skills - Strong verbal and written communication to interact with cross-functional teams, customers, and vendors. Customer Handling & Stakeholder Management - Managing escalations, setting expectations, and ensuring smooth communication between technical teams and business stakeholders. Incident & Crisis Management - Handling high-priority incidents with efficiency and ensuring timely resolution to minimize impact. Adaptability & Learning Mindset - Staying up to date with emerging technologies, security trends, and industry best practices. Collaboration & Teamwork - Working effectively with internal teams, vendors, and customers to achieve seamless network operations. Time Management & Prioritization - Managing multiple tasks, projects, and escalations effectively without compromising on quality. Documentation & Reporting - Creating clear, detailed documentation, technical reports, and knowledge base articles for efficient troubleshooting and process improvements.
