SUPPORT APPLICATIO​N ENGINEER POSITION BASED (in Atlanta or in Montreal)

[Maxime Turcotte]

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.