‭Resident Support Engineer (Denver,CO)

Description

Resident Support Engineer

Harmonic is the worldwide leader in virtualized broadband solutions, shaping the next generation of multigigabit connectivity. We revolutionized broadband networking via the industry’s first virtualized broadband solution, enabling broadband operators to more flexibly deploy gigabit internet service to consumers’ homes and mobile devices. Learn more at www.harmonicinc.com.

Role Description

We are looking for a Resident Support Engineer (RSE) to join our Harmonic Broadband support team. You will be responsible for providing both expert technical and product knowledge to supplement the customer’s operations teams in deploying and managing Harmonic services. You should be located in Denver, CO and will be expected to report regularly to the customer’s site. You will report to the Manager, Tier II Support.

Location

On-site – this position is located in Denver, CO

What You Will Be Doing

• Demonstrating excellent customer service skills: both written and verbal.
• Maintaining expert knowledge of Harmonic’s product portfolio.
• Building credible professional relationships with customer organization and acts as a “voice” for Harmonic in relevant matters.
• Building and maintaining the Customer’s organizational structure and becoming familiar with the Customer’s network implementation, supporting processes and procedures to help in designing a network that is available and sustainable.
• Working as an advocate for the customer within Harmonic and providing expedited problem resolution during escalation scenarios.
• Assisting customer in refining processes for optimal operation and driving best practices for implementation and lifecycle management of Harmonic products.
• Acting as primary resource for support and implementation—troubleshooting both pre and postproduction systems.
• Hosting training for customer staff and helping build knowledge with the customer’s operational team.
• Working with Harmonic R&D on escalations for hardware and software.
• Working to identify opportunities for other Harmonic products and services that can benefit the customer and works with the Key Account Manager create dialogue.
• Participating in the Tier 2 on-call rotation that covers: off hours, holidays, and weekends.
• Other duties as assigned.
  
  

What You Should Have

• Bachelor’s/Master’s degree in engineering, technology, networks or equivalent discipline.
• 5 years of advanced technical experience in a network, cable, or telecom operations engineering/support capacity.
• Demonstrable knowledge of IP Networking.
• Routing Protocols: BGP, IS-IS, OSPF, etc.
• Understanding DCHP.
• Strong knowledge of the OSI model
• Understanding of Multicast (IGMP, PIM, etc.)
• Understanding of next protocols and technologies – VRRP/VARP/VXLAN/LACP/LAG
• Strong knowledge of subnetting both IPv4 & IPv6
• Advanced knowledge and practical understanding of Linux operating systems and the ability to troubleshoot issues.
• Experience in process mapping and documentation.
• Experience using and analyzing tcpdump and Wireshark outputs.
• Juniper/ Cisco certifications,
• Scripting expertise. (Python, bash, etc.)
• Knowledge and experience with DOCSIS.
• Knowledge and experience with GPON/XGS-PON.
• Experience using Atlassian tools. (Confluence, JIRA, etc.)
• Knowledge of Zabbix/ Grafana.
• Experience leveraging Splunk or ELK.
• Understanding of containerized environments and orchestration tools. (containerd, docker, k8s, etc.)
  
  

Other Job Requirements

• Located or willingness to relocate within 30 minutes’ drive of base location.
• Travelling to customer’s operation sites as needed.
• Understanding and adhering to 24/7 team’s Core Values
  
  

Travel

You are required to travel periodically

Pay & Benefits

For this role, the estimated base salary range is between $115,000 - $135,000. The actual base salary will vary based on various factors, including market, location and individual qualifications objectively assessed during the interview process.

Diversity, Equality, and & Inclusion at Harmonic Inc

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

Additional Equal Opportunity Statement

Harmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will make reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position, please contact [email protected]

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