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Customer Support Engineer, Taipei base

OVERVIEW

ADB is looking for a dynamic Customer Support Engineer, responsible for supporting ADB products in customer locations for product support, field testing and / or commercial deployments.

The successful candidate will play a key role of first customer interface.

BASIC SCOPE OF RESPONSIBILITIES:

  • Monitoring customers status in order to understand in advance if possible issues are emerging from installed basis
  • Providing first response as soon as a new issue is risen by the customer
  • Independently diagnose and resolve product issues, as well as work with engineering development teams, customers, and other field engineers to create optimal solutions
  • Conduct log file analysis, database research, and use other mechanisms to diagnose and resolve issues
  • Making necessary investigations (problem reproduction, logs retrieving, traces gathering…) trying to identify the issue root cause and address it internally.
  • Effectively communicate technical issues to internal and external partners, must be able to communicate both verbally and in writing including writing professional procedural documentation and technical descriptions as necessary
  • Proposing any workaround intended to minimize or eliminate the malfunction.
  • Involving L3 (Development and Test) groups in case the fix is complex
  • Contribute to the fix verification in house and in the Customer premises or directly in field.
  • Obtaining the customer acceptance of the release including the fix.
  • Occasionally deliver presentations to internal and external audiences on issue resolution, risk analysis, technical proposals, etc
  • CSE is also involved in new releases internal testing activity, following internal procedures and rules of QG Department.
  • CSE has to be available for short travels to visit customers in case of urgent issues or upon regular basis.

SUCCESSFUL CANDIDATE WILL DEMONSTRATE:

  • BSEE/CS with 5-6 of significant industry experience (>5 years) in the digital Pay TV business field OR as IT Manager (see mandatory technical skills).
  • Working knowledge of digital pay TV industry, products and protocols.
  • Strong analytical and troubleshooting skills, issue resolution and root cause analysis, with particular focus on digital Pay TV business technologies
  • Able to determine problems and deliver known solutions with a high level of customer satisfaction
  • Must have excellent verbal and written communication skills in English
  • A proven ability to interface with customers in a technical support role
  • Work well with little guidance in a very dynamic atmosphere.
  • Ability to travel overseas from time to time as required

TECHNICAL SKILLS:

  1. RedHat RHCSA (mandatory):
  • logging to the Linux system and performing simple commands in Linux shell
  • copying, moving, creating, deleting and managing files
  • create, view and edit text files by using editors (Vim, gedit, nano)
  • Getting information about the system and control the processes that are started
  • Access and get secure access to remote command line using OpenSSH
  • Locating and correct interpretation of log files to solve system problems
  • Archiving files and copy them from one system to another
  • Writing regular expressions that in conjunction with grep allow for quick isolation or finding content in text files
  • Configuring Apache HTTPD
  • Automation of the tasks (cron)
  • Configuring basic IPv4 network in Red Hat Enterprise Linux systems
  • The impact of relative priorities with which Linux processes are running
  • Management of logical volumes from the command line
  • Setting and validating DNS records for systems and setting up a secure DNS server
  • Manage Local Linux users and groups, as well as local administration password policy
  • Setting permissions in the file system and the way of  interpret different settings in terms of security
  • Controlling and monitoring of network services and system daemons using systemd / sysvinit
  • troubleshooting using the online help and use support tools from Red Hat
  • Access and review the existing file systems on Red Hat Enterprise Linux
  1. VMWare-VCP (mandatory):
  • basic knowledge of virtual machines
  • installation and configuration of Virtual Machines
  • proved Knowledge of Servers working in clustering mode
  1. IP Networking (mandatory):
  • Knowledge of the basic IP protocols
  • Ability to debug via Wireshark tool
  1. Others (nice to have):
  • JBoss
  • PostgreSQL
  • FTP
  • MQTT
  1. ADB Head-End systems:
  • pushVOD
  • Billing
  • EPG
  • PDMS
  • Diagnostics & Statistics
  • MHP-PS
  • SDP

LOCATION

The candidate should be based in Taipei, Taiwan; however, he will have to travel in the different countries in Southeast Asia.