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Product Support Engineer III

Date: Oct 4, 2021

Location: Richardson, TX, US, 75067

Company: Fujitsu Network Communications, Inc.

Fujitsu at a Glance

Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.

We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition has been the foundation of the Fujitsu’s success since its inception.  In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value.  Fujitsu wants innovators like you!
Req ID:12037
 

 

Summary:

This position is for supporting FNC software products. 

Software Support Engineers serve primarily to address technical issues relating to software implementation, function and upgrades. They resolve customer complaints or problems and create product problem reports and troubleshooting documents for each issue. Software Support Engineers also work closely with development teams to identify and resolve any technical problems that might arise during the development of software.

 

The Product Support Engineer is a staff level technical specialist position and provides Subject Matter Expert level technical support during the development and introduction of new products and features. This includes support for product testing, customer lab evaluations and demos, first office applications, compliance testing to industry standards for FNC products, interoperability testing of FNC products, FNC partners and with other vendor products. 

 

Product Support Engineering also provides technical escalation in the company for FGA products and as such is directly involved with Customers for the most critical and complex technical and customer relations issues. Product Support Engineering works directly with Product Planning, Sales, Engineering and the Customer during the New Product Introduction phase of the Product Life Cycle. Product Support Engineering also provides technical expertise to all other company departments as required.

 

 

 

Responsibilities:

  1. Provides configuration and set-up support for customer demonstrations, lab evaluations and field trials to help ensure acceptance of new products or software releases into customer networks.
  2. Performs system level testing during customer trials/ demos with assistance from upper level Engineers and Product Support Management as required.
  3. Provides technical support for customer First Office Applications (FOA) and pre-FGA products trials.
  4. Validates, for completeness and accuracy, customer acceptance test plans that are used by customers for evaluation. Provides direct lab support to Customer engineers during the execution of the test plan.
  5. Provides “last” tier support to customers for product and network problems that are escalated from Tier 1 TSE through Tier 3 TSE support. 
  6. Troubleshoots and investigates product related network/product issues escalated from FTAC with guidance from upper level Product Support Engineers and Product Support Management as required.
  7. Develops Methods Of Procedures in the areas product operations and upgrades.
  8. Reviews technical documentation for technical accuracy and usability. Provide input on content.
  9. Provides technical expertise to other departments within FNC as required

Minimum Requirements:

  • Minimum of 4 years of support experience
  • Degree in Computer Science.
  • Need to understand operating systems such as Linux, hands-on experience with scripting languages and tools.
  • Any of the following will be a plus:
    • Experience in EMS/NMS support.
    • Hands-on experience with Open Daylight (ODL) or ONOS and SDN controllers
    • Hands-on experience of various communication protocols such as Netconf, TL1 and modelling tools such as Yang
    • Exposure to messaging frameworks like Kafka and J2EE frameworks like Spring.
  • Very good debugging skills and analytical skills to understand customer issues.
  • Excellent communication skills.
  • Ability to work with different team members in the group.
  • Close interaction with Tech Support/Development and System test is essential.
  • Need to have the flexibility to work during off-hours and week-ends if needed.

 

At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners.

California Privacy Act: https://www.fujitsu.com/us/Images/CALIFORNIA-CONSUMER-PRIVACY-ACT-NOTICE.pdf


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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