Tier 2 Technical Support Engineer for Harmonic (IRC76669)

GlobalLogic Ukraine is inviting a Tier 2 Technical Support Engineer for Harmonic to join its Kyiv office.

Harmonic is a leading provider of innovative broadband solutions that deliver video, voice and data to telecom providers around the world.

Harmonic EDGE team works on developing the industry's first software-based CCAP solution ("CableOS"). This solution allows cable operator companies to deliver the IP-based data, video, and voice services to millions of customers.

GlobalLogic team is involved in development, manual and automated testing, as well as in solution integration at customers' head.

We offer:

• Interesting and challenging work in a large and dynamically developing company

• Exciting projects involving the newest technologies

• Professional development opportunities

• Excellent compensation and benefits package, performance bonus program

• Modern and comfortable office facilities

Requirements

1) Experience with support of Linux based operating systems.

We expect that you know:

• how system works (systemctl, journalctl)
• main networking tools (ifconfig, netstat, iptables)
• how to work with file system (fsck, fstab, mount, lsblk)
• how to identify and troubleshoot performance issues on the system
• basic bash scripting (while, for, sed, awk, timeout, printf)

2) Experience with support of networking environment.

We expect that you:

• have good experience with tcpdump and wireshark
• know OSI model with detailed description of each layer
• have good DHCP understanding (messaging, relays, optional fields)
• know on the basic level main routing protocols (OSPF, BGP, EIGRP)
• have good understanding on how packets/frames traverse the network (MAC tables, ARP, encapsulation/decapsulation)
• have basic understanding of IGMP + PIM

3) Experience in customer support/product support activities:

• good spoken English (you don't have issues with holding long technical discussions)
• deep cooperation with R&D department

Preferences

• Knowledge of Zabbix / Grafana
• Experience with PostgreSQL / Prometheus
• Python scripting (telebot, pyzabbix)
• Black-Box testing
• Experience with Pacemaker / RabbitMQ / GlusterFS
• Understanding of DOCSIS
• Experience with Salesforce / Jira / Confluence

Responsibilities

• Work closely with Tier 1 Support on technical support cases of various complexity;
• Work closely with SW Engineering, HW Engineering, QA and Customer Integration teams in order to troubleshoot complex customer scenarios;
• Coordinate both hardware and software upgrades to the existing Harmonic customer base;
• Participate with Engineering and Marketing in product-focused bug reviews to provide Customer Support input on severity and priority in the customer's environment.
• Be responsible for providing technical support (mostly tier 2) in assigned product areas to Harmonic's regional customer support engineers and, when necessary, customers who are diagnosing, troubleshooting, repairing and debugging complex system problems involving Harmonic and associated equipment;