What are the responsibilities and job description for the Resident Support Engineer (Denver,CO) position at Harmonic?
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 seeking highly motivated and technically skilled Resident Support Engineer (RSE) to join our Harmonic Broadband support team. You will be responsible for providing technical expertise and product knowledge the customer's operations teams in deploying and managing Harmonic solution and services.
Resident Support Engineer reports to the Manager, Tier II Support.
Location
On-site – this position is located in Denver, CO
What You Will Be Doing
Customer Engagement & Relationship Management
Education & Experience:
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]
For More Information, Please See Links Below
OFCCP Posters Landing Page
Know Your Rights
Pay Transparency
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 seeking highly motivated and technically skilled Resident Support Engineer (RSE) to join our Harmonic Broadband support team. You will be responsible for providing technical expertise and product knowledge the customer's operations teams in deploying and managing Harmonic solution and services.
Resident Support Engineer reports to the Manager, Tier II Support.
Location
On-site – this position is located in Denver, CO
What You Will Be Doing
Customer Engagement & Relationship Management
- Act as a trusted technical advisor, engaging professionally with customers to understand their technical needs and challenges.
- Ensure a high level of customer satisfaction by providing timely, accurate, and effective responses to inquiries and concerns - both verbal and written.
- Establish and maintain strong professional relationships within the customer organization, serving as a key representative of Harmonic.
- Advocate for the Customer within Harmonic, ensuring their needs are addressed and providing expedited problem resolution during escalations.
- Serve as the primary technical resource for support and implementation, troubleshooting both pre-production and production systems.
- Gain in-depth knowledge of the customer’s network infrastructure, operational processes, and procedures to assist in designing a highly available and sustainable network.
- Work closely with Harmonic’s R&D and engineering teams to analyze and resolve complex hardware and software issues.
- Assist customers in refining operational processes to enhance network performance, stability, and efficiency.
- Provide guidance on best practices for the implementation and lifecycle management of Harmonic products.
- Identify opportunities for additional Harmonic products and services that could benefit the customer and collaborate with the Key Account Manager to facilitate discussions.
- Maintain deep expertise in Harmonic’s product portfolio and industry trends.
- Conduct training sessions for customer staff to enhance their technical knowledge and operational capabilities.
- Participate in the Tier 2 on-call rotation, covering after-hours, holidays, and weekends.
- Participate in planned maintenance and troubleshooting of highly critical issues (could be out of business hours).
- Perform other duties as assigned to support customer success and business objectives.
Education & Experience:
- Bachelor’s or Master’s degree in a relevant field (Computer Science, Telecommunications, Electrical/Computer Engineering) or equivalent experience.
- 5 years of advanced technical experience in network, cable, or telecom operations, engineering, or support roles.
- Solid understanding of networking principles and deep knowledge of the OSI model
- Hands-on experience with implementation and troubleshooting of the following protocols:
- Routing Protocols: BGP, OSPF, etc.
- Multicast: IGMP, PIM, MLDP
- Addressing & Subnetting: IPv4 & IPv6
- Network Services: DHCPv4, DHCPv6, SNMP
- High Availability & Aggregation: VRRP, vARP, VXLAN, LACP, LAG
- Other protocols: ARP, proxy ARP, MSTP.
- Advanced knowledge and troubleshooting expertise in Linux OS.
- Understanding of containerized environments and orchestration tools (containerd, Docker, Kubernetes, etc.).
- Knowledge and hands-on experience with DOCSIS.
- Familiarity with GPON/XGS-PON technologies.
- Experience with monitoring and observability tools such as Zabbix, Grafana, and Prometheus for real-time metrics analysis, alerting, and troubleshooting.
- Proficiency in log analysis and troubleshooting using Elastic Stack (Elasticsearch, Kibana) to search, interpret, and correlate system and application logs.
- Experience using tcpdump and Wireshark for network traffic analysis.
- Strong skills in process mapping and technical documentation.
- Proficiency with Atlassian tools (Confluence, JIRA, etc.).
- Experience with Harmonic products and solutions (or other CMTS vendors).
- Professional-level (or higher) certifications from Juniper (JNCIP, JNCIE) or Cisco (CCNP, CCIE).
- Scripting expertise (Python, Bash, etc.).
- 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
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]
For More Information, Please See Links Below
OFCCP Posters Landing Page
Know Your Rights
Pay Transparency
Salary : $115,000 - $135,000
