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UPDATE : THIS SUPPORT APPLICATIO​N ENGINEERING POSITION IS BASED ONLY IN ATLANTA Averna at a glance: Averna delivers industry-leading test solutions and services for communications and electronics device makers worldwide, accelerating product development, quality and innovation. Be global@work: Serve international customers and collaborate with colleagues in Canada, the U.S., Mexico, Japan and Hungary. Drive innovation@work: Participate in the development of market-leading high-tech products in the telecom, transportation, electronics and multimedia sectors. Develop your talent@work: Contribute to thrilling projects that will stretch your skills and talent to the maximum. Enjoy success@work: Be part of a fast-growing company with award-winning products and team. Share your passion@work: Meet passionate people, enjoy our modern environment and dynamic atmosphere. The challenge of the Support Application Engineering position: The Support Application Engineering position is responsible for customer technical support and some development activities. The chosen candidate will: Develop a deep and broad understanding of Averna tools and products; Use the in-house tools to track customer requests; Take ownership of problems and see them through to successful resolution; Be called to travel about 30% to 50 % of the time. Duties and responsibilities: Provide primarily first and second tier remote customer support, troubleshooting and solutions for existing customers; Diagnose, De-Bug and fix less complicated bugs using but not limited to LabVIEW, TestStand, C, C++, and/or VHDL; Work with senior developers to identify and resolve complicated technical software problems, and some hardware problems; Become an Expert User for the Jupiter and Mercury Platform; Involved in developing new features and tools; Document frequent issues into scripted processes; create FAQ; Document required bug fixes, end-user feature improvements, and operations feature improvements; Troubleshoot problems and solve the incidents through a methodical and process based approach; Reproduce errors reported by clients and escalate to R&D by providing a narrowed down list of possible causes; Analyze recurring problems and suggest improvements to Peers in the R&D and Services teams Provide thorough root cause analysis to Customers; Document troubleshooting flowcharts based on real life scenarios; Commit and contribute to a high level customer satisfaction by providing best in class Support and Service; Occasional week night or weekend work is required to support customer from different time zones and with urgent requests (approx. 15% of the time). Qualifications: Bachelor degree in computer science, electrical engineering or computer engineering; 2-5 years experience solving deployment and support issues is an asset; Experience with RF is required; DOCSIS experience is a strong asset; Good general computer knowledge (e.g. Windows, TCP/IP networking, FTP) with a strong aptitude for problem solving; Experience in software engineering for test platforms or real-time software engineering; Able to read engineering design documentation (mechanical, electrical or software); Knowledge of broadband and telecommunication industries is an asset; Practical experience with LabVIEW, TestStand, TCL programming is an asset; Practical experience with MS SQL and MySQL is an asset. Comportments/ Behavior Ability to quickly learn systems and trouble shoot with the customer live and remotely; Pro-activity, autonomy, self motivated individual; Likes to interact directly with customers to achieve customer satisfaction with a "can do" attitude, ability to easily establish good relationships with customers; Diplomacy, open-mindedness, and patience, great listening; Good verbal skills for telephonic work and ability to develop well written documentation; Excellent oral and written English communication skills. Chinese Mandarin skills are an asset. Please send your resume to cv@averna.com and mention the title of the position: Support Application Engineering position We thank you for your interest towards Averna. Please note that only those candidates being considered for the position will be contacted.