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Support Engineer

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Date: Jul 22, 2022

Location: Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 56293

 

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

As Support Engineer, you will help our customer AT&T install and upgrade iBwave software, support users and answer their questions on the features of iBwave software, collect feature requests and train users on new features. You will also work closely with our product and development team to prioritize bug fixes and new feature requests and help our commercial team position our products at AT&T.

 

POSITION DUTIES AND RESPONSIBILITIES:

Operation

  • Support AT&T users by email, phone or online chat from Mon to Friday during business hours on problems/issues/questions related to the usage of current versions of iBwave Design Enterprise and Unity
  • Log issues/bugs encountered by AT&T users, escalate to iBwave development team and provide a timeline for software maintenance releases for critical and important issues
  • Hold weekly meetings with software operation manager about ongoing issues / open tickets for iBwave Design Enterprise and Unity and discuss need for maintenance software releases where appropriate
  • Validation and User Acceptance Testing of all new builds prior to deployment within AT&T Organization
  • Troubleshoot and identify problems in AT&T Networking and Tools environments
  • Schedule upgrades of iBwave Unity with operation team and perform upgrade onsite of iBwave Unity
  • Schedule upgrades of iBwave Design Enterprise on Citrix Servers with operation team and perform upgrade of iBwave Design Enterprise on Citrix Servers
  • Act as Unity administrator (user management, report creation etc) Trainings and Adoption
  • Schedule and organize web trainings on new iBwave features for all users of iBwave Design Enterprise and admin users of iBwave Unity to ensure adoption of new features
  • Organize web trainings on specific features if requested by AT&T Standards/Operation Team or to ensure user adoption of new features
  • Draft job aids at the request of AT&T Standards/Operation Team for better adoption of features and standardization of processes Feature Requests and Product Evolution
  • Gather feedback on feature requests from AT&T Standards Team
  • Draft clear feature specifications and relay information to iBwave Product team
  • Maintain and curate AT&T Jira items and backlog tracking
  • Liaise regularly with AT&T National Team to review feature request tracker, deliverables, and roadmap development
  • Close collaboration with R&D to develop, deliver and integrate solutions within AT&T to ensure smooth adoption of customer requested features and functionality
  • Collaborate with PLM and Market Dev to rank and prioritize customer needs
  • Convey and prioritize customer needs and sentiment internally within all functional groups at iBwave to ensure sound decision making
  • Organize and participate in discussions about feature requests between AT&T Standards Team and iBwave Product team during quarterly meetings Commercial
  • Support iBwave Commercial and Product teams with strategic decision making
  • Leverage customer intimacy to uncover and create potential opportunities and devise targeted approaches to enable sales or increase tool adoption
  • Demo of new products to potential customers

 

QUALIFICATIONS AND SKILLS:

  • B.Eng. with 2 to 5 years of experience in RF Engineering
  • Excellent customer service skills (experience in a customer service is an asset)
  • Problem solver, methodical, attention to
  • Passionate about new technology and computers
  • Quick Learner, team spirit
  • Strong written and verbal communication skills in English.
  • Strong stress resistance and diplomatic skills
  • Knowledge of iBwave sofftware, possession of iBwave certifications is an asset
  • Knowledge of Windows Server, networking protocols, web servers installation and configuration is an asset
  • Knowledge of Salesforce.com or other support requests tracking systems is an asset
  • Knowledge of JIRA is an asset

LOCATION: USA or Canada (Montreal)

 

This position does not support immigration sponsorship.

 

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Nearest Major Market: Charlotte