Technical Support Analyst

Location: Richmond, BC

Job Summary:
 

Semtech’s Customer Experience Technical Support Team for Routers and Gateways is looking for a dynamic, proactive to join our team. This is a key role in the on-going success of the Customer Experience team. You will collaborate with product development engineers to investigate and resolve hardware and software issues found by customers as well as update our Knowledge Base to provide better self-service for our customers. You will be the eyes and ears of the company providing direct feedback on how our customers experience our solutions.

• Effectively manage a variety of technical support issues in a fast pace, growing organization. Interacting with internal and external customers via phone, email and remote support tools
• Analyze logs / Perform and analyze network traces / Troubleshoot problems
• Resolve problems or find a workaround 
• Available to work after hours (on-call) once every 5 weeks and work 3 Stat Holidays which will be compensated separately from salary. 
• Support the operation of wireless networking solutions and management platform.
• Able to work conjointly in an international environment with the Global Customer Experience team from the level 1 customer support to level 3 technical engineering team.
   

Responsibilities:

• Troubleshoot request via email and phone calls. Help external customer or our sales/field engineering team troubleshoot technical issue and on-going implementations. Keep everyone informed of the status and progress of the ticket. Drive toward resolution or work around – 50%
• Handle internal tickets for troubleshooting at Level 3 and follow up on issue until resolution with the collaboration of Level 3 – 15%
• Collaborate with team-members, field support staff and engineers to isolate problems and implement solutions – 10%
• Ensure that customers and management team are kept informed of the status and progress of support tickets – 15%
• Share knowledge of the products and industry best practices by contributing to the Customer Knowledge Base – 10%

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology or equivalent Certifications
• 3+ years’ experience in an Engineering or Technical Support role in a external customer facing role
• Working knowledge of Wireshark or other network analysis tool
• Sound networking background: TCP/UDP IP, Port-forwarding, modems/routers/switches configuration Firewalls, troubleshooting VPN and routing issues,
• General knowledge in telecommunication system and standards such as LTE/5G systems
• Working knowledge of Linux / Unix experience operating OSS systems
• Strong verbal and written communication skills, with ability to effectively discuss and share information and knowledge to other teams
• A strong work ethic with ability to autonomously work under pressure
   

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

A reasonable estimate of the pay range for this position is $53,000 - $83,000. There are several factors taken into consideration in determining base salary, including but not limited to: job-related qualifications, skills, education and experience, as well as job location and the value of other elements of an employee’s total compensation package.