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Purchasing Administrator

Casa Systems Inc

Purchasing Administrator

Andover, MA
Full Time
Paid
  • Responsibilities

    Casa Systems, Inc. (Nasdaq: CASA) is 5G, delivering physical, virtual and cloud-native 5G infrastructure and customer premise networking for high-speed data and multi-service communications networks. Our core and edge convergence technology enables public and private networks for both communications service providers and enterprises. Casa Systems™ products deliver higher performance, improved network flexibility and scalability, increased operational efficiency and lower total cost of ownership (TCO). Commercially deployed in more than 70 countries, Casa serves over 475 Tier 1 and regional service providers worldwide. At Casa Systems, our mission is to deliver ultra-broadband solutions that keep families, communities and the world connected. We harness our passion for innovation to drive technological solutions that allow service providers to do amazing things that improve the way we live.

     

    We are seeking to hire a SENIOR TECHNICAL SUPPORT ENGINEER to join our team based at our corporate headquarters in Andover, MA, USA located about 30 minutes north of Boston.

     

    As a member of Casa Systems, Inc.’s Technical Call Center teams, the Senior Technical Support Engineer impacts the organization by providing cutting edge technology solutions employing a “Follow the Sun” support strategy to provide customers with first-line technical assistance to support Casa’s DOCSIS 3.1 Cable Modem Termination System (CMTS) products and wireless TELCO solutions and emerging virtual networking solutions. This is a highly visible, high-impact position, key in maintaining the highest levels of customer satisfaction.

     

    ESSENTIAL DUTIES & RESPONSIBILITIES:

      

    • As subject matter expert for technologies served, provide cutting edge technology solutions employing a "Follow the Sun" support strategy.
    • Provide technical support at a specialist level, addressing the most complex problems requiring the most advanced skills and understanding of company products.
    • Respond to customer escalations.
    • Enter data via web-based ticketing system, produce clear documentation of issues and timely resolutions in accordance with established technical support practices and service contracts.
    • Able to anticipate questions and alter messaging and technical write-ups based on target audiences.
    • Collaborate 24/7 with advanced engineering resources to resolve customer hardware and software issues related to product.
    • Resolve technical problems over the telephone and via email.
    • Replicate customer problems in lab environment.
    • Configure customer systems and implement workarounds.
    • Verify correct operation of customer systems and detect errors.
    • Update technical documentation.
    • Achieve goals in creative and effective ways.
    • Contribute to the development of department processes and procedures.
    • Recommend process changes to improve department and company efficiencies.
    • Train, mentor, and participate in continual training and personal improvement.
    • Take initiative to understand what needs to be done.

     

    QUALIFICATIONS:

      

    • Undergraduate degree in communications engineering, electrical engineering or related technical discipline.
    • 5+ to 7 years of related technical support experience.
    • 3+ years of LTE/5G Wireless experience.
    • 3+ years of RF Transmission Protocol experience.
    • 3+ years of experience with containerized application deployment using Docker required; Kubernetes is a plus.
    • Prior Tier-2/3 support or escalation experience in a telecom/networking products environment required.
    • Highly proficient in a broad range of technical skills related to the position.
    • Expert in internetworking troubleshooting and best practices.
    • Hands on experience using Salesforce or similar ticketing system.
    • Understands multiple layers to a problem and can communicate successfully to others (technical and non-technical) in written and oral form.
    • Excellent problem solving, troubleshooting and diagnostic skills.
    • Able to quickly learn new technologies, as required.
    • Understanding of cloud-native architecture.
    • Able to work in a team oriented, fast-paced environment.
    • Creative and self-motivated.
    • Professional demeanor.
    • Ability to live Casa’s core values: fun work environment, innovation & risk taking; passion, dedication & perseverance; and honesty & loyalty.

     

    Casa Systems, Inc. offers a great work environment, professional development, challenging careers, and competitive compensation. Casa Systems, Inc. participates in the E‑Verify program. Casa Systems is committed to fostering a diverse workforce and inclusive work environment free from unlawful employment discrimination and without barriers to Equal Employment Opportunity (EEO).

     

    #LI-AM1

    Required Skills Required Experience

  • Qualifications

    SKILLS AND ABILITIES:

    General office and administrative skills to assist in the processing of departmental workflow.  Customer-service oriented with professional and courteous attitude.  Good verbal and written communication skills for interaction with a variety of people inside and outside of organization; ability to follow oral and written instructions.  Good working knowledge of word processing, estimating and spreadsheet software packages.