Customer Operations Engineer, Level 3

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver expert real-time inbound and outbound support to Field Engineers, Customers, Partners, Third-Party Vendors, and internal Fusion teams for the installation, support, and certification of Fusion’s products and services.

• Work collaboratively with Project Managers, Implementation Coordinators, and Support Leadership to install and support SDWAN services and equipment, including Meraki, Velo, Fortigate, EdgeMarc, Adtran, Cisco, Polycom, and BroadSoft.

• Conduct independent testing of hardware and software for both new and existing products, covering processes, documentation, training, full product certification, user acceptance testing, and API testing/troubleshooting.

• Develop process documentation, training materials, and engineering handoff documents to facilitate ongoing learning and troubleshooting.

• Collaborate closely with Customers, Product, Sales, and Engineering teams to resolve technical challenges.

• Design and implement complex on-premises and cloud-based solutions.

• Address intricate issues at a Tier 3 level while providing support to lower-tier support teams.

• Certify, design, implement, and manage dependable, scalable, and secure product solutions.

⛳️ Requirements

• Strong analytical and problem-solving abilities.

• Excellent teamwork and communication skills.

• Capability to work effectively under pressure and make informed decisions.

• Ability to juggle multiple tasks and priorities while acting swiftly in a fast-paced environment.

• Proficiency in developing and documenting detailed lab test plans and reports.

• Familiarity with IP-related protocols such as OSPF, BGP, and MPLS (MP-BGP/RSVP/LDP).

• Experience with Microsoft Teams and Cisco Webex, including VoIP CPE integration.

• Reliable work ethic with the ability to work independently.

• Experience with Virtual Cloud Infrastructure such as VMWare Vsphere.

• Desired expertise in the SIP protocol and related applications (hosted PBX, SIP trunking, etc.).

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to support work-life balance.

• Collaborative and innovative work environment.