Intermediate Technical Customer Support Representative
NoviFlow Inc.
Montreal, QC, Canada
47d ago

Job Description

As a member of the Technical Customer Support team you will test new and evolving products and interact directly with customers to deploy, upgrade and troubleshoot NoviFlow’s products and answer questions about the operation of these products to meet the needs of Data Centers, Network Service Providers and researchers in Software Defined Networking technology.


You are an experienced technical customer support representative with an excellent background in TCP / IP flow processing and experience supporting and testing hardware products with a significant software component.

Your responsibilities will include :

  • Writing automated functional and performance test cases from requirements, executing them in the lab, troubleshooting issues to identify their root cause and reporting the results
  • Talking customers through a series of actions, either face to face, over the telephone or in writing to help set up systems or resolve issues
  • Troubleshooting system and network problems and diagnosing and solving hardware or software faults
  • Reproducing issues in the lab and testing fixes and workarounds
  • Logging, prioritizing, managing and following up Customer Support Requests
  • Rapidly establishing a good working relationship with customers and other professionals
  • Supporting the roll-out of new products and new software releases
  • Performing installation and upgrade tests
  • Writing procedural documentation and event reports
  • Being on-call with flexible working hours, working continuously on an issue until resolution and responding to requests within the agreed time limits
  • Qualifications and Skills Required

  • 3-8 years of professional experience in networking
  • Experience writing software or scripts to program automated test cases
  • Experience with Linux-based embedded systems
  • Good understanding of L2 to L4 of TCP / IP Networking
  • Familiarity with tracking systems like Salesforce and Bugzilla
  • Excellent problem solving and troubleshooting skills
  • Ability to write clear procedures and reports
  • Ability to perform under pressure in a deadline driven environment
  • Excellent team player with a high level of self-motivation and initiative
  • Excellent communication skills, both verbal and written (multilingualism is an asset)
  • B Sc in Computer Science, Software Engineering, B.E.E. or equivalent
  • Good to have

  • Networking certifications
  • Experience with solutions based on EZchip / Marvell / Cavium / Broadcom chipsets
  • Knowledge of Python language and Shell / Perl scripting
  • Knowledge of hardware interfaces
  • Type : Full-time

    Location : Montreal, QC, Canada

    For more information, or to submit your resumé, please e-mail NoviFlow at : careers

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