Job Description
The role of Technical Field Support Engineer is to operate within the defined support region
and provide technical assistance for Atrica's customers during pre-deployment and post
deployment configurations. 

 

Responsibilities


Responsible for managing all operational aspects of the customer's network (pre and post sales)
which includes on-site support (installation, troubleshooting, fault isolation, technical
training, communication, etc. 
Manage and resolve tickets identified in the field trial/beta testing, communication of issues
resulting from field trial to engineering via TAC organization, and managing customer
expectations. 
Responsible for managing customer implementations, interface and support partners, implement
and manage planning schedules and escalate unresolved issues to operations support, management
and sales account team. 
Represent the interests of the customers with internal test, development and manufacturing
teams and is responsible for the development of new field troubleshooting process and
procedures, contributes to an internal technical knowledge base, assists in replicating
customer issues to achieve problem resolution, and assists in training customers, field service
partners and other support personnel. 
Work closely with sales team and sales management for management of all equipment in the region
and customer communication. 
Responsible for participating in customer demo center, developing customer solutions, and
performing various customer demos. 
Responsible for level 1 to level 3 technical support services to Customers, Partners, and Field
Operations personnel for pre-deployment and post deployment activities. 

Requirements


The candidate must possess extensive technical knowledge of data networking standards
(Ethernet, IP Networking, SONET/SDH, DWDM/CWDM, and carrier class attributes), Carrier OAM&P
practices and procedures and effective inter-personal, leadership skills in working with
customers and customer account teams. 
The Field Support Engineer will be required to travel on a global scale as required in support
of customer implementations. 
Bachelors Degree in EE, CS, or CE or equivalent experience. Typical 10 - 12 years relevant
experience. 
 

About Atrica

 

Atrica, Inc., founded in February 2000, has emerged as the prominent market visionary and
leading provider of Optical Ethernet solutions for Metropolitan Area networks. Atrica's mission
is to help carriers worldwide realize dramatic cost savings and enable compelling new business
services based on its Optical Ethernet solution. Atrica is widely recognized by leading service
providers and industry influencers for taking a strong industry leadership position,
evangelizing and delivering on its compelling vision: combine the performance and
cost-effectiveness of Ethernet with crucial carrier-class features to change the landscape of
Metro Area Networks and carrier services. Atrica is a privately-held company based in Santa
Clara, California, with R&D facilities in Israel and sales offices throughout Europe, Asia
Pacific and North America.